Voice-based AI in call center customer service : a natural field experiment
Lingli Wang, Ni Huang, Yili Hong, Luning Liu, Xunhua Guo, Guoqing Chen
| Year of publication: |
2023
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|---|---|
| Authors: | Wang, Lingli ; Huang, Ni ; Hong, Yili ; Liu, Luning ; Guo, Xunhua ; Chen, Guoqing |
| Published in: |
Production and operations management : the flagship research journal of the Production and Operations Management Society. - London : Sage Publications, ISSN 1937-5956, ZDB-ID 2151364-8. - Vol. 32.2023, 4, p. 1002-1018
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| Subject: | artificial intelligence | customer service | difference-in-differences | natural field experiment | service flexibility | Kundenservice | Customer service | Feldforschung | Field research | Callcenter | Call centre | Künstliche Intelligenz | Artificial intelligence | Experiment | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1111/poms.13953 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014266223