Serving customers through chatbots : positive and negative effects on customer experience
Year of publication: |
2024
|
---|---|
Authors: | Ranieri, Angelo ; Di Bernardo, Irene ; Mele, Cristina |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 34.2024, 2, p. 191-215
|
Subject: | Chatbots | Conversational agents | Customer experience | Digital service encounter | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungsqualität | Service quality |
-
Factors affecting customer behavior in telecommunication industry
Rahmoun, Mbarek, (2020)
-
Transforming the customer experience in post-trade services
Laurensy, Philippe, (2019)
-
Examining the effects of robotic service on brand experience : the moderating role of hotel segment
Chan, Ambrose Pak Ho, (2019)
- More ...
-
Mele, Cristina, (2021)
-
The phygital transformation : a systematic review and a research agenda
Mele, Cristina, (2023)
-
Mele, Cristina, (2022)
- More ...