Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction : an explanation from temporal and conversational cues
Ying Xu, Nan Niu, Zixiang Zhao
| Year of publication: |
2023
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|---|---|
| Authors: | Xu, Ying ; Niu, Nan ; Zhao, Zixiang |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 74.2023, p. 1-15
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| Subject: | Human-customer service chatbot interaction | Temporal cues | Conversational cues | Warmth | Competence | Satisfaction | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2023.103417 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014364474