Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots
Xinyu Xing, Mengmeng Song, Yucong Duan, Jian Mou
Topics & Concepts
ChatbotService (business)BusinessCorporate governanceService recoveryService delivery frameworkMarketingKnowledge managementPsychologyComputer scienceArtificial intelligenceFinanceService qualityAI in Service InteractionsSharing Economy and PlatformsCustomer Service Quality and Loyalty