Emotion-regulatory chatbots for enhancing consumer servicing: An interpersonal emotion management approach
Bei Luo, Raymond Y.K. Lau, Chunping Li
Topics & Concepts
ChatbotInterpersonal communicationNegative emotionService (business)PsychologyCustomer relationship managementService recoveryCustomer serviceWord of mouthSocial psychologyApplied psychologyKnowledge managementBusinessComputer scienceMarketingService qualityArtificial intelligenceSentiment Analysis and Opinion MiningDigital Marketing and Social MediaConsumer Retail Behavior Studies