Lee, Seonjeong Ally; Oh, Haemoon - In: Journal of Hospitality and Tourism Technology 15 (2023) 1, pp. 156-169
Purpose Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence. Design/methodology/approach A 2 × 2 scenario-based experiment was conducted...