Van Pinxteren, Michelle M.E.; Pluymaekers, Mark; … - In: Journal of Service Management 31 (2020) 2, pp. 203-225
Purpose: Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make...