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How chatbots augment human int...
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1
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:
2
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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3
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
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4
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational
AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
;
Bohné, Thomas
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
5
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:
6
Understanding the influence of chatbot human-likeness on user satisfaction in erroneous customer-chatbot interactions
Franke, Claudia
;
Gröppel-Klein, Andrea
;
Matla, Natalie
- In:
Marketing : ZFP ; journal of research and management
46
(
2024
)
2
,
pp. 20-31
Persistent link: https://www.econbiz.de/10014632887
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7
The chatbot artificial intelligence as the alternative customer services strategic to improve the customer relationship management in real-time responses
Sofiyah, Fivi Rahmatus
;
Dilham, Ami
;
Hutagalung, Arif Qaedi
- In:
International journal of economics and business …
27
(
2024
)
5
,
pp. 45-58
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8
Corporate social responsibility, customer orientation, and the job performance of frontline employees
Korschun, Daniel
;
Bhattacharya, C. B.
;
Swain, Scott D.
- In:
Journal of marketing
78
(
2014
)
3
,
pp. 20-37
Persistent link: https://www.econbiz.de/10010360452
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9
Does smart technology, artificial intelligence, robotics, and algorithm (STARA) awareness have a double-edged-sword influence on proactive customer service performance? : Effects of work engagement and employee resilience
Teng, Hsiu-Yu
;
Li, Ming-Way
;
Chen, Chien-Yu
- In:
Journal of hospitality marketing & management
34
(
2025
)
3
,
pp. 443-466
Persistent link: https://www.econbiz.de/10015417923
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Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol
;
Gazzoli, Gabriel
;
Qu, Halin
;
Kim, …
- In:
Journal of hospitality marketing & management
25
(
2016
)
3/4
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pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
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