Service recovery by AI or human agents : do failure and strategy context matter?
Andreas Fürst, Leonie Trißler and Robin Friedrich and Jochen Wirtz
| Year of publication: |
2025
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|---|---|
| Authors: | Fürst, Andreas ; Trißler, Leonie ; Friedrich, Robin ; Wirtz, Jochen |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5826, ZDB-ID 2495133-X. - Vol. 36.2025, 3, p. 390-418
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| Subject: | Apology | Artificial intelligence | Service failure | Service recovery | Service robot | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Künstliche Intelligenz | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Roboter | Robot | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-04-2024-0190 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015425665