Chatbots and service failure : when does it lead to customer aggression
Year of publication: |
2022
|
---|---|
Authors: | Huang, Yu-Shan ; Dootson, Paula |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 68.2022, p. 1-11
|
Subject: | Chatbot | Coping | Customer aggression | Customer participation | Disclosure | Service failure | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction |
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