Will artificial intelligence replace human customer service? : the impact of communication quality and privacy risks on adoption intention
Mengmeng Song, Xinyu Xing, Yucong Duan, Jason Cohen, Jian Mou
| Year of publication: |
2022
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| Authors: | Song, Mengmeng ; Xing, Xinyu ; Duan, Yucong ; Cohen, Jason F. ; Mou, Jian |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 66.2022, p. 1-17
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| Subject: | Chatbots | Communication quality | Computers as social actors | Human-computer interaction | Privacy risks | Künstliche Intelligenz | Artificial intelligence | Datenschutz | Data protection | Kommunikation | Communication | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | 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.jretconser.2021.102900 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013209640