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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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Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy; Thomaz, Felipe; Hadi, Rhonda; Stephen, … - In: Journal of marketing 86 (2022) 1, pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
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Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine; Lopes, Sergio Dominique; Wang, Xuequn - In: Journal of hospitality marketing & management 29 (2020) 4, pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
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The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562
Persistent link: https://www.econbiz.de/10014250593
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A study on chatbots in the Indian banking sector
Rani, Reena; Kanda, James; Chanchal; Vij, Taranjit Singh - In: Contemporary studies of risks in emerging technology, part A, (pp. 35-47). 2023
Persistent link: https://www.econbiz.de/10014327396
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Artificial intelligence in electronic commerce : basic chatbots and consumer journey
Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101
This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...
Persistent link: https://www.econbiz.de/10012821256
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Bots with feelings : should AI agents express positive emotion in customer service?
Han, Elizabeth; Yin, Dezhi; Zhang, Han - In: Information systems research : ISR 34 (2023) 3, pp. 1296-1311
Persistent link: https://www.econbiz.de/10014384236
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Service robot implementation : a theoretical framework and research agenda
Belanche, Daniel; Casaló, Luis V.; Flavián Blanco, Carlos - In: The service industries journal 40 (2020) 3/4, pp. 203-225
Persistent link: https://www.econbiz.de/10012208486
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AI service and emotion : editorial
Bagozzi, Richard P.; Brady, Michael K.; Huang, Ming-Hui - In: Journal of service research 25 (2022) 4, pp. 499-504
Persistent link: https://www.econbiz.de/10013395989
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Artificial-intelligence-powered customer service management in the logistics industry
Brzozowska, Marta; Kolasińska-Morawska, Katarzyna; … - In: Entrepreneurial business and economics review : EBER 11 (2023) 4, pp. 109-121
Objective: The article aims to show how people perceive future implications for logistics customer service resulting from the implementation of new technologies in the form of game-changer artificial intelligence (AI) solutions in the spirit of economy 4.0 and society 5.0. Research Design &...
Persistent link: https://www.econbiz.de/10014490303