Understanding the user satisfaction and loyalty of customer service chatbots
Chin‐Lung Hsu, Judy Chuan‐Chuan Lin
Topics & Concepts
ChatbotService qualityService (business)Loyalty business modelLoyaltyCustomer satisfactionComputer scienceCustomer advocacyCustomer Service AssuranceCustomer retentionQuality (philosophy)BusinessKnowledge managementMarketingWorld Wide WebPhilosophyEpistemologyAI in Service InteractionsDigital Marketing and Social MediaTechnology Adoption and User Behaviour