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