Jiménez-Barreto, Jano; Rubio, Natalia; Molinillo, Sebastian - In: International Journal of Contemporary Hospitality Management 33 (2021) 11, pp. 3860-3882
Purpose: Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach: This paper uses a multimethod approach to examine the...