Emotional expression by artificial intelligence chatbots to improve customer satisfaction : underlying mechanism and boundary conditions
Junbo Zhang, Qi Chen, Jiandong Lu, Xiaolei Wang, Luning Liu, Yuqiang Feng
| Year of publication: |
2024
|
|---|---|
| Authors: | Zhang, Junbo ; Chen, Qi ; Lu, Jiandong ; Wang, Xiaolei ; Liu, Luning ; Feng, Yuqiang |
| Subject: | Chatbot | Customer satisfaction | Customer service | Emotional expressions | Expectancy violations theory | Human-computer interaction | Kundenzufriedenheit | Emotion | Künstliche Intelligenz | Artificial intelligence | Kundenservice | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2023.104835 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014457628