Emotion and trust in virtual service assistant design for effective service recovery

Hoang Tran Phuoc Mai Le, Jungkun Park, Sangwoo Lee

Year of publication:	2023
Authors:	Le, Hoang T. P. M. ; Park, Jungkun ; Lee, Sangwoo
Published in:	Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 74.2023, p. 1-11
Subject:	Chatbot personality \| Satisfaction \| Repurchase intention \| WOM \| Fashion brand \| AI \| Kundenzufriedenheit \| Customer satisfaction \| Emotion \| Dienstleistungsqualität \| Service quality \| Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Vertrauen \| Confidence \| Mode \| Fashion \| Beschwerdemanagement \| Complaint management \| Markenführung \| Brand management

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