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To defend or not to defend? : how responses to negative customer review affect prospective customers' distrust and purchase intention
Zhao, Haichuan; Jiang, Lan; Su, Chenting - In: Journal of interactive marketing : a quarterly … 50 (2020), pp. 45-64
Persistent link: https://www.econbiz.de/10012289421
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Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures
Yao, Qi; Kuai, Ling; Jiang, Lan - In: Journal of research in interactive marketing : … 17 (2023) 5, pp. 734-753
Persistent link: https://www.econbiz.de/10014428169