Understanding the influence of chatbot human-likeness on user satisfaction in erroneous customer-chatbot interactions
by Claudia Franke, Andrea Gröppel-Klein and Natalie Matla
| Year of publication: |
2024
|
|---|---|
| Authors: | Franke, Claudia ; Gröppel-Klein, Andrea ; Matla, Natalie |
| Published in: |
Marketing : ZFP ; journal of research and management. - München : Beck, ISSN 0344-1369, ZDB-ID 717348-9. - Vol. 46.2024, 2, p. 20-31
|
| Subject: | Artificial intelligence | Chatbots | Customer service | Human-likeness | Künstliche Intelligenz | Kundenservice | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014632887