Seeking empathy or suggesting a solution? : effects of chatbot messages on service failure recovery
Year of publication: |
2023
|
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Authors: | Haupt, Martin ; Rozumowski, Anna ; Freidank, Jan ; Haas, Alexander |
Published in: |
Electronic markets : EM ; the international journal of electronic commerce and business media. - Berlin : Springer, ISSN 1422-8890, ZDB-ID 2017342-8. - Vol. 33.2023, 1, Art.-No. 56, p. 1-22
|
Subject: | Artificial intelligence | Chatbot | Service failure | Failure recovery | Social cognitions | Digital platform | Künstliche Intelligenz | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kognition | Cognition | Emotion |
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