The hard-working virtual agent in the service encounter boosts customer satisfaction-Reference-Cited by-同舟云学术

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The hard-working virtual agent in the service encounter boosts customer satisfaction

Published:2022-03-01 Issue:4 Volume:32 Page:388-404
ISSN:0959-3969
Container-title:The International Review of Retail, Distribution and Consumer Research
language:en
Short-container-title:The International Review of Retail, Distribution and Consumer Research

Author:

Söderlund Magnus¹²,Oikarinen Eeva-Liisa³,Tan Teck Ming³

Affiliation:

1. Center for Consumer Marketing, Stockholm School of Economics, Stockholm, Sweden

2. Marketing Department, Hanken School of Economics, Helsinki, Finland

3. Department of Marketing, Management and International Business, Oulu Business School, Oulu, Finland

Publisher

Informa UK Limited

Subject

Marketing,Economics and Econometrics,Business and International Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/09593969.2022.2042715

Reference74 articles.

1. Towards an understanding of inequity.

2. Salesperson Empathy and Listening: Impact on Relationship Outcomes

3. Customer experiences in the age of artificial intelligence

4. Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions

5. Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise

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1. Exploring AI technology and consumer behavior in retail interactions;Journal of Consumer Behaviour;2024-09-02

2. Automated Communication’s Impact on Strategic Communication: Implications from a Systematic Review;International Journal of Strategic Communication;2024-07-30

3. Consumer-facing technology in retailing: how technology shapes customer experience in physical and digital stores;The International Review of Retail, Distribution and Consumer Research;2024-03-14

4. Retail Chatbots’ Main Themes and Research over Time: A Bibliometric and Content Analysis;Smart Innovation, Systems and Technologies;2024

5. Anthropomorphism and consumer behaviour: A SPAR‐4‐SLR protocol compliant hybrid review;International Journal of Consumer Studies;2023-09-27

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