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1
Determinants and consequences of trust in AI-based customer service
chatbots
Prakash, Ashish Viswanath
;
Joshi, Arun
;
Nim, Shubhi
; …
- In:
The service industries journal
43
(
2023
)
9/10
,
pp. 642-675
Persistent link: https://www.econbiz.de/10014321618
Saved in:
2
Understanding and improving consumer reactions to service bots
Castelo, Noah
;
Boegershausen, Johannes
;
Hildebrand, …
- In:
Journal of consumer research : JCR ; an …
50
(
2023
)
4
,
pp. 848-863
Persistent link: https://www.econbiz.de/10014444213
Saved in:
3
Customers' online service encounter satisfaction with
chatbots
: interaction effects of language style and decision-making journey stage
Huang, Yingying
;
Gursoy, Dogan
- In:
International journal of contemporary hospitality management
36
(
2024
)
12
,
pp. 4074-4091
Persistent link: https://www.econbiz.de/10015145310
Saved in:
4
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
5
Apology or gratitude? : the effect of
communication
recovery strategies for service failures of AI devices
Lv, Linxiang
;
Huang, Minxue
;
Guan, Dawei
;
Yang, Kairui
- In:
Journal of travel and tourism marketing
39
(
2022
)
6
,
pp. 570-587
Persistent link: https://www.econbiz.de/10014234598
Saved in:
6
Intertwining between online retailer's trustworthiness attributes and consumer's purchase intentions : a knowledge management perspective in response to COVID-19
Atlas, Fouzia
;
Khan, Kashif Ullah
;
Khan, Farhan
- In:
Knowledge and process management : the journal of …
32
(
2025
)
1
,
pp. 28-41
Persistent link: https://www.econbiz.de/10015373796
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7
Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy
;
Thomaz, Felipe
;
Hadi, Rhonda
;
Stephen, …
- In:
Journal of marketing
86
(
2022
)
1
,
pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
Saved in:
8
The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju
;
Bunosso, Isabella
;
Levine, Lindsay R.
- In:
International journal of consumer studies
47
(
2023
)
2
,
pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
Saved in:
9
The impact of customer privacy concerns on service robot adoption intentions : a credence/experience service typology perspective
Yao, Qi
;
Hu, Chao
;
Zhou, Wenkai
- In:
Technological forecasting and social change : an …
198
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015076487
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10
Exploring the relationship between
chatbots
, service failure recovery and customer loyalty : a frustration–aggression perspective
Ozuem, Wilson
;
Ranfagni, Silvia
;
Willis, Michelle
; …
- In:
Psychology & marketing
41
(
2024
)
10
,
pp. 2253-2273
Persistent link: https://www.econbiz.de/10015133743
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