The happy virtual agent and its impact on the human customer in the service encounter
Magnus Soderlund, Eeva-Liisa Oikarinen, Teck Ming Tan
| Year of publication: |
2021
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|---|---|
| Authors: | Sonderlund, Magnus ; Oikarinen, Eeva-Liisa ; Teck Ming Tan |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 59.2021, p. 1-10
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| Subject: | Service encounters | Virtual agents | Display of emotions | Happiness | Emotion | Zufriedenheit | Satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2020.102401 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012434270