The dark side of AI-powered service interactions : exploring the process of co-destruction from the customer perspective
Year of publication: |
2021
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Authors: | Castillo, Daniela ; Canhoto, Ana Isabel Domingos ; Said, Emanuel |
Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 41.2021, 13/14, p. 900-925
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Subject: | Artificial intelligence | automated service interactions | chatbots | customer resource loss | service robots | value co-creation | Value co-destruction | Künstliche Intelligenz | Betriebliche Wertschöpfung | Value creation | Kundenintegration | Customer integration | Beziehungsmarketing | Relationship marketing | Automatisierung | Automation | Roboter | Robot | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry |
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