Narrow search
Showing 1 - 10 of 888
Cover Image
Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an; Wen, Najuan; Liu, Juan - In: Tourism review 79 (2024) 5, pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
Cover Image
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Cover Image
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine; Chiew, Tung Moi; Kleinaltenkamp, Michael - In: Journal of service theory and practice : JSTP 26 (2016) 2, pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Cover Image
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan; Dootson, Paula - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Cover Image
The impact of default options on tourist intention post tourism chatbot failure : the role of service recovery and emoticon
Wang, Lilei; Xiao, Junyang; Luo, Zeyuan; Guo, Yanghong; … - In: Tourism Management Perspectives 53 (2024), pp. 1-13
Persistent link: https://www.econbiz.de/10015077514
Cover Image
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Cover Image
Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure
Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18
Persistent link: https://www.econbiz.de/10012158099
Cover Image
An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720
Cover Image
Integrating technology and digital connectivity in service recovery strategis to achieve recovery satisfaction during the COVID-19 pandemic : a hybrid approach
Kayambazinthu Msosa, Steven - In: Baltic Journal of Economic Studies 7 (2021) 5, pp. 1-10
Persistent link: https://www.econbiz.de/10013358976
Cover Image
A conceptual model for proactive-interactive customer complaint management systems
Atlikhan, Atefeh; Albadvi, Amir; Ghapanchi, Amir Hossein - In: International journal of business information systems : … 13 (2013) 4, pp. 490-503
Persistent link: https://www.econbiz.de/10010231390