ChatGPT and online service recovery : how potential customers react to managerial responses of negative reviews

Karen Pei-Sze Tan, Yi Vanessa Liu, Stephen Wayne Litvin

Year of publication:	2025
Authors:	Tan, Karen Pei-Sze ; Liu, Yi Vanessa ; Litvin, Stephen Wayne
Subject:	Algorithm aversion \| ChatGPT \| Generative artificial intelligence \| Managerial responses \| Online reviews \| Online service recovery \| Perceived authenticity \| Uncanniness \| Künstliche Intelligenz \| Artificial intelligence \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Konsumentenverhalten \| Consumer behaviour \| Online-Handel \| Online retailing \| Virales Marketing \| Viral marketing \| Kundenzufriedenheit \| Customer satisfaction \| Beziehungsmarketing \| Relationship marketing \| Kundenservice \| Customer service

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Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1016/j.tourman.2024.105057 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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