Litcius/Paper detail

Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery

Wen‐Hai Chih, Kai-Yu Wang, Hope Wilfred Banda

2025Journal of Retailing and Consumer Services11 citationsDOI

Topics & Concepts

ChatbotService (business)Service recoveryBusinessIntervention (counseling)MarketingPsychologyAdvertisingInternet privacyWorld Wide WebComputer scienceService qualityPsychiatryAI in Service InteractionsService and Product InnovationDigital Mental Health Interventions
Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery | Litcius