Enhancing service recovery satisfaction with chatbots : the role of humor and informal language
Ghazal Shams, Kawon Kathy Kim, Kaeun Kim
| Year of publication: |
2024
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|---|---|
| Authors: | Shams, Ghazal ; Kim, Kawon Kathy ; Kim, Kaeun |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 120.2024, Art.-No. 103782, p. 1-14
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| Subject: | Brand equity | Chatbots | Humor | Informal language | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Sprache | Language | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Markenimage | Brand image |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2024.103782 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015071175