The impact of default options on tourist intention post tourism chatbot failure : the role of service recovery and emoticon
Lilei Wang, Junyang Xiao, Zeyuan Luo, Yanghong Guo, Xing’an Xu
| Year of publication: |
2024
|
|---|---|
| Authors: | Wang, Lilei ; Luo, Zeyuan ; Xu, Xing'an |
| Published in: |
Tourism Management Perspectives. - Amsterdam [u.a.] : Elsevier, ISSN 2211-9736, ZDB-ID 2653700-X. - Vol. 53.2024, Art.-No. 101299, p. 1-13
|
| Subject: | Affective effort | Chatbot | Default option | Emoticon | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Tourismuswirtschaft | Tourism industry | Tourismus | Tourism | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tmp.2024.101299 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015077514