Enhancing service recovery satisfaction with chatbots: The role of humor and informal language
Ghazal Shams, Kawon Kathy Kim, Ka-Eun Kim, Kaeun Kim, Kaeun Kim
Topics & Concepts
Service recoveryService (business)BusinessCustomer satisfactionPsychologyAdvertisingMarketingService qualityAI in Service InteractionsSentiment Analysis and Opinion MiningHumor Studies and Applications