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Artificial Intelligence or Human Service, Which Customer Service Failure Is More Unforgivable? A Counterfactual Thinking Perspective
8个月前
已完结
Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? A mind perception perspective
8个月前
已完结
When chatbots cause trouble: how agent type and conversation style shape consumer responses to service failures
8个月前
已完结
Something old and something new: a replication and extension of the disconfirmation model of consumers' response to service failure and recovery in the contemporary servicescape
8个月前
已完结
Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery
8个月前
已完结
The impact of perceived service recovery justice on brand evangelism: the mediating role of customer forgiveness and the moderating role of customer religiosity
8个月前
已完结
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
8个月前
已完结
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