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
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|---|---|
| Authors: | Zhang, Junbo ; Chen, Qi ; Lu, Jiandong ; Wang, Xiaolei ; Liu, Luning ; Feng, Yuqiang |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 2001580-X. - Vol. 100.2024, Art.-No. 104835, p. 1-19
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| 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://www.econbiz.de/10014457628