To err is human : tolerate humans instead of machines in service failure
Year of publication: |
2021
|
---|---|
Authors: | Chen, Nuoya ; Mohanty, Smaraki ; Jiao, Jinfeng ; Fan, Xiucheng |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 59.2021, p. 1-11
|
Subject: | Automation | Empathy | Employee | Service failure | Self-service technology | Dienstleistungsqualität | Service quality | Selbstbedienung | Self-service | Beschwerdemanagement | Complaint management | Automatisierung | Kundenzufriedenheit | Customer satisfaction | Emotion | Dienstleistungssektor | Service industry | Kundenservice | Customer service |
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