The dark side of AI-powered service interactions : exploring the process of co-destruction from the customer perspective
Daniela Castillo, Ana Isabel Canhoto and Emanuel Said
| Year of publication: |
2021
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|---|---|
| Authors: | Castillo, Daniela ; Canhoto, Ana Isabel Domingos ; Said, Emanuel |
| Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 41.2021, 13/14, p. 900-925
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| Subject: | Artificial intelligence | automated service interactions | chatbots | customer resource loss | service robots | value co-creation | Value co-destruction | Künstliche Intelligenz | Kundenintegration | Customer integration | Beziehungsmarketing | Relationship marketing | Betriebliche Wertschöpfung | Value creation | Automatisierung | Automation | Kundenwert | Customer value | Roboter | Robot | Dienstleistung | Services | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/02642069.2020.1787993 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012695298