Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery
Year of publication: |
2023
|
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Authors: | Haupt, Martin ; Rozumowski, Anna ; Freidank, Jan ; Haas, Alexander |
Published in: |
Electronic Markets. - Berlin, Heidelberg : Springer, ISSN 1422-8890. - Vol. 33.2023, 1
|
Publisher: |
Berlin, Heidelberg : Springer |
Subject: | Artificial intelligence | Chatbot | Service failure | Failure recovery | Social cognitions | Digital platform |
Type of publication: | Article |
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Type of publication (narrower categories): | Article |
Language: | English |
Other identifiers: | 10.1007/s12525-023-00673-0 [DOI] |
Classification: | C91 - Laboratory, Individual Behavior ; L86 - Information and Internet Services; Computer Software ; M15 - IT Management ; M31 - Marketing |
Source: |
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Seeking empathy or suggesting a solution? : effects of chatbot messages on service failure recovery
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AI-based chatbots in customer service and their effects on user compliance
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Seeking empathy or suggesting a solution? : effects of chatbot messages on service failure recovery
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