Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Year of publication: |
2024
|
---|---|
Authors: | Huang, Dongling ; Markovitch, Dmitri G. ; Stough, Rusty A. |
Published in: |
Journal of retailing and consumer services. - Amsterdam : Elsevier Science, ISSN 0969-6989, ZDB-ID 2020784-0. - Vol. 76.2024, Art.-No. 103600, p. 1-14
|
Subject: | Artificial intelligence | Chatbots | Customer service | Dispositional trust | Learned trust | Loyalty | Recommendation acceptance | Satisfaction | Situational trust | Trust | Trust propensity | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Vertrauen | Confidence | Beziehungsmarketing | Relationship marketing | Künstliche Intelligenz | Experiment | Dienstleistungsqualität | Service quality |
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