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What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan; Chih, Wen-Hai; Ortiz, Jaime - In: International journal of consumer studies 47 (2023) 5, pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594
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The impact of customer perceived justice on target-based customer citizenship behaviors : the mediating effects of customer trust and affective commitment
Ahmed Hassaan Mohammed Ali; Song, Jing - In: Review of marketing science 21 (2023) 1, pp. 295-326
Persistent link: https://www.econbiz.de/10014364962
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Determinants and consequences of trust in AI-based customer service chatbots
Prakash, Ashish Viswanath; Joshi, Arun; Nim, Shubhi; … - In: The service industries journal 43 (2023) 9/10, pp. 642-675
Persistent link: https://www.econbiz.de/10014321618
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Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling; Markovitch, Dmitri G.; Stough, Rusty A. - In: Journal of retailing and consumer services 76 (2024), pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
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Role of trust in customer attitude and behaviour formation towards social service robots
Della Corte, Valentina; Sepe, Fabiana; Gursoy, Dogan; … - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014440008
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng; Zhang, Mengwei; Zhong, Jianan - In: Journal of service theory and practice 33 (2023) 6, pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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The effects of anthropomorphised virtual conversational assistants on consumer engagement and trust during service encounters
Fakhimi, Arezoo; Garry, Tony; Biggemann, Sergio - In: Australasian marketing journal : AMJ ; official journal … 31 (2023) 4, pp. 314-324
Persistent link: https://www.econbiz.de/10014381402
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Why do hotel frontline employees use service robots in the workplace? : a technology affordance theory perspective
Leung, Xi Y.; Zhang, Huiying; Lyu, Jiaying; Bai, Billy - In: International journal of hospitality management 108 (2023), pp. 1-11
Persistent link: https://www.econbiz.de/10013482355
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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye; Yi, Youjae - In: Psychology & marketing 40 (2023) 7, pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940