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
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|---|---|
| Authors: | Tan, Karen Pei-Sze ; Liu, Yi Vanessa ; Litvin, Stephen Wayne |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 2001580-X. - Vol. 107.2025, Art.-No. 105057, p. 1-12
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| 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 |
| 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 |
Persistent link: https://www.econbiz.de/10015334412