Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
Year of publication: |
2024
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Authors: | Xie, Yuguang ; Liang, Changyong ; Zhou, Peiyu ; Jiang, Li |
Published in: |
Journal of retailing and consumer services. - Amsterdam : Elsevier Science, ISSN 0969-6989, ZDB-ID 2020784-0. - Vol. 76.2024, Art.-No. 103599, p. 1-17
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Subject: | Chatbots | Competence | Entertainment | Humor | Service satisfaction | Social presence | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction | Konsumentenverhalten | Consumer behaviour |
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