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~isPartOf:"Psychology & marketing"
~person:"Ates, Zelal"
~person:"Plangger, Kirk"
~subject:"Konsumentenverhalten"
~subject:"Kundenservice"
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Konsumentenverhalten
Kundenservice
Customer service
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Dienstleistungsqualität
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artificial intelligence (AI)
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cognitive demands
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coping
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customer engagement
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customer participation stress
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frontlineemployees
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human-machine interaction
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professional services
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service failure
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service robots
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transactional stress theor
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Ates, Zelal
Plangger, Kirk
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Psychology & marketing
AMS review : official publication of the Academy of Marketing Science
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Industrial marketing management : the international journal for industrial and high-tech firms
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Three essays on success factors of digital and non-digital services
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How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
2
Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean
;
Campbell, Colin L.
;
Plangger, Kirk
;
Pitt, …
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
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