Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust-Reference-Cited by-同舟云学术

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Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust

Published:2024-01 Issue: Volume:76 Page:103600
ISSN:0969-6989
Container-title:Journal of Retailing and Consumer Services
language:en
Short-container-title:Journal of Retailing and Consumer Services

Author:

Huang Dongling,Markovitch Dmitri G.^ORCID,Stough Rusty A.^ORCID

Publisher

Elsevier BV

Subject

Marketing

Reference93 articles.

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2. Generating and analyzing chatbot responses using natural language processing;Aleedy;Int. J. Adv. Comput. Sci. Appl.,2019

3. Customer experiences in the age of artificial intelligence;Ameen;Comput. Hum. Behav.,2021

4. A system dynamics approach to building team trust models: exploring the challenges;Amin-Naseri,2014

5. The effects of soft and hard service attributes on loyalty: the mediating role of trust;Auh;J. Serv. Market.,2005

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