Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Carol L. Esmark Jones, Tyler Hancock, Brett Kazandjian, Clay M. Voorhees
| Year of publication: |
2022
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|---|---|
| Authors: | Esmark Jones, Carol L. ; Hancock, Tyler ; Kazandjian, Brett ; Voorhees, Clay M. |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 144.2022, p. 703-716
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| Subject: | Avatar | Chatbot | Customer Service | Loyalty | Retailing | Satisfaction | Service Recovery | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Einzelhandel | Retail trade |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2022.01.012 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013185032