Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions-Reference-Cited by-同舟云学术

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Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions

Published:2022-10-24 Issue:4 Volume:32 Page:2277-2292
ISSN:1019-6781
Container-title:Electronic Markets
language:en
Short-container-title:Electron Markets

Author:

Zhang Tao,Feng Chao^ORCID,Chen Hui,Xian Junjie

Funder

Social Science Foundation of Shaanxi Province

National Natural Science Foundation of China

Fundamental Research Funds for the Central Universities

Talent Research Start-up Foundation of Nanjing University of Aeronautics and Astronautics

Talent Research Start-up Foundation of Nanjing Normal University

Publisher

Springer Science and Business Media LLC

Subject

Management of Technology and Innovation,Marketing,Computer Science Applications,Economics and Econometrics,Business and International Management

Link

https://link.springer.com/content/pdf/10.1007/s12525-022-00596-2.pdf

Reference88 articles.

1. Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183–189. https://doi.org/10.1016/j.chb.2018.03.051

2. Azemi, Y., Ozuem, W., & Howell, K. E. (2020). The effects of online negative word-of-mouth on dissatisfied customers: A frustration–aggression perspective. Psychology & Marketing, 37(4), 564–577. https://doi.org/10.1002/mar.21326

3. Bagherzadeh, R., Rawal, M., Wei, S., & Saavedra Torres, J. L. (2020). The journey from customer participation in service failure to co-creation in service recovery. Journal of Retailing and Consumer Services, 54, 102058. https://doi.org/10.1016/j.jretconser.2020.102058

4. Bailey, J. J., & McCollough, M. A. (2000). Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing, 20(2), 51–72. https://doi.org/10.1300/J090v20n02_05

5. Becker, J. C., & Tausch, N. (2014). When group memberships are negative: The concept, measurement, and behavioral implications of psychological disidentification. Self and Identity, 13(3), 294–321. https://doi.org/10.1080/15298868.2013.819991

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