Appreciation vs. apology : research on the influence mechanism of chatbot service recovery based on politeness theory
Year of publication: |
2023
|
---|---|
Authors: | Song, Mengmeng ; Zhang, Huixian ; Xing, Xinyu ; Duan, Yucong |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 73.2023, p. 1-14
|
Subject: | Chatbot | Face concern | Politeness strategy | Post-recovery satisfaction | Time pressure |
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