Seeking empathy or suggesting a solution? : effects of chatbot messages on service failure recovery
Martin Haupt, Anna Rozumowski, Jan Freidank, Alexander Haas
| Year of publication: |
2023
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| Authors: | Haupt, Martin ; Rozumowski, Anna ; Freidank, Jan ; Haas, Alexander |
| Published in: |
Electronic markets : EM ; the international journal of electronic commerce and business media. - Berlin : Springer, ISSN 1422-8890, ZDB-ID 2017342-8. - Vol. 33.2023, 1, Art.-No. 56, p. 1-22
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| Subject: | Artificial intelligence | Chatbot | Service failure | Failure recovery | Social cognitions | Digital platform | Künstliche Intelligenz | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Emotion | Digitale Plattform | Kognition | Cognition | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s12525-023-00673-0 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014437283