Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction
Cheng Zhou, Qian Chang
Topics & Concepts
Service recoveryPsychologyLeverage (statistics)Service qualityContext (archaeology)Self-serviceSocial psychologyCompetence (human resources)Customer satisfactionService (business)Applied psychologyMarketingBusinessComputer sciencePaleontologyMachine learningBiologyAI in Service InteractionsDeath Anxiety and Social ExclusionSentiment Analysis and Opinion Mining