Emotional support from a digital assistant in technology-mediated services : effects on customer satisfaction and behavioral persistence
Katja Gelbrich, Julia Hagel, Chiara Orsingher
| Year of publication: |
2021
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|---|---|
| Authors: | Gelbrich, Katja ; Hagel, Julia Sarah ; Orsingher, Chiara |
| Published in: |
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy. - Amsterdam : Elsevier, ISSN 0167-8116, ZDB-ID 622691-7. - Vol. 38.2021, 1, p. 176-193
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| Subject: | Customer satisfaction | Digital assistants | Emotional support | Perceived warmth | Persistence | Kundenzufriedenheit | Emotion | Konsumentenverhalten | Consumer behaviour | Digitalisierung | Digitization | 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.ijresmar.2020.06.004 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012506524