Emotion-regulatory chatbots for enhancing consumer servicing : an interpersonal emotion management approach
Bei Luo, Raymond Y.K. Lau, Chunping Li
| Year of publication: |
2023
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| Authors: | Luo, Bei ; Lau, Raymond Yiu Keung ; Li, Chunping |
| Published in: |
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group. - Amsterdam : Elsevier, ISSN 0378-7206, ZDB-ID 432134-0. - Vol. 60.2023, 5, p. 1-17
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| Subject: | Consumer service recovery | Emotion-regulatory chatbots | Interpersonal emotion management | Emotion | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.im.2023.103794 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014466169