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Will artificial intelligence replace human customer service? : the impact of communication quality and privacy risks on adoption intention

Song, Mengmeng; Xing, Xinyu; Duan, Yucong; Cohen, Jason F. - In: Journal of retailing and consumer services 66 (2022), pp. 1-17

Persistent link: https://www.econbiz.de/10013209640

Optimizing service encounters through mascot-like robot with a politeness strategy

Zhang, Huixian; Song, Mengmeng - In: Journal of retailing and consumer services 79 (2024), pp. 1-15

Persistent link: https://www.econbiz.de/10015100919

Can AI fully replace human designers? : matching effects between declared creator types and advertising appeals on tourists' visit intentions

Song, Mengmeng; Chen, Hongyu; Wang, Yuchen; Duan, Yucong - In: Journal of destination marketing & management : JDMM 32 (2024), pp. 1-12

Persistent link: https://www.econbiz.de/10015076849

How about non-human tour guides? : the influence of AI tour guides' dress and conversation style on the intention of consumers to continue using them

Wang, Yuchen; Song, Mengmeng; Guo, Rui; Duan, Yucong - In: Journal of travel and tourism marketing 40 (2023) 9, pp. 849-862

Persistent link: https://www.econbiz.de/10014513589

What are the obstacles in the way to "avoid landmines"? : influence of electronic word-of-mouth dispersion on order decision from the self-construal perspective

Song, Mengmeng; Law, Rob; Duan, Yucong - In: International journal of hospitality management 107 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10014227677

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Song, Mengmeng; Xing, Xinyu; Duan, Yucong; Mou, Jian - In: Industrial Management & Data Systems 123 (2023) 12, pp. 2949-2975

Purpose Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level. Design/methodology/approach...

Persistent link: https://www.econbiz.de/10014826266

The low-carbon vehicle routing problem with dynamic speed on steep roads

Xiao, Jianhua; Liu, Xiaoyang; Zhang, Huixian; Cao, Zhiguang - In: Computers & operations research : an international journal 169 (2024), pp. 1-16

Persistent link: https://www.econbiz.de/10015065996

Local optimality conditions for a family of hidden convex optimization

Song, Mengmeng; Xia, Yong; Liu, Hongying - In: INFORMS journal on optimization 5 (2023) 4, pp. 340-355

Persistent link: https://www.econbiz.de/10014433474

Are top influencers always good? : study on how travel influencers' follower size affects consumers' engagement intention

Guo, Rui; Song, Mengmeng; Wang, Yuchen - In: Journal of travel and tourism marketing 41 (2024) 8, pp. 1038-1053

Persistent link: https://www.econbiz.de/10015183067

Techno-invasion and job satisfaction in China : the roles of boundary preference for segmentation and marital status

Wu, Jinnan; Guo, Shanshan; Zhang, Wenpei; Shin, Donghee; … - In: Human systems management : HSM 41 (2022) 6, pp. 655-670

Persistent link: https://www.econbiz.de/10013475177