As the numbers of people fleeing war, poverty, and environmental disaster reach unprecedented levels worldwide, states also step up their mechanisms of border control. In this, they rely on digital technologies, big data, artificial intelligence, social media platforms, and institutional...

Introduction -- Foundations of Artificial Intelligence and Conversational Agents -- Emotions and Their Relevance for Service Research -- Overview of Current Literature -- Conceptual Developments and Empirical Investigations -- General Discussion -- Implications and Limitations -- References.