Mozafari, Nika; Weiger, Welf H.; Hammerschmidt, Maik - In: Journal of Service Management 33 (2021) 2, pp. 221-245
Purpose: Chatbots are increasingly prevalent in the service frontline. Due to advancements in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the question whether firms should disclose their chatbots' nonhuman identity or not, previous studies find negative...