Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective
Wilson Ozuem, Silvia Ranfagni, Michelle Willis, Giada Salvietti, Kerry Howell
| Year of publication: |
2024
|
|---|---|
| Authors: | Ozuem, Wilson ; Ranfagni, Silvia ; Willis, Michelle ; Salvietti, Giada ; Howell, Kerry |
| Subject: | artificial intelligence | chatbots | ChatGPT | customer loyalty | frustration-aggression theory | qualitative research | service failure recovery | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Künstliche Intelligenz | Artificial intelligence | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenbindung | Customer retention | Kundenservice | Customer service |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.22051 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015133743