To err is human : tolerate humans instead of machines in service failure
Nuoya Chen, Smaraki Mohanty, Jinfeng Jiao, Xiucheng Fan
| Year of publication: |
2021
|
|---|---|
| Authors: | Chen, Nuoya ; Mohanty, Smaraki ; Jiao, Jinfeng (Jenny) ; Fan, Xiucheng |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 59.2021, p. 1-11
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| Subject: | Automation | Empathy | Employee | Service failure | Self-service technology | Selbstbedienung | Self-service | Dienstleistungsqualität | Service quality | Automatisierung | Beschwerdemanagement | Complaint management | Emotion | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2020.102363 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012433727