Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity-Reference-Cited by-同舟云学术

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Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity

Published:2024-11 Issue: Volume:186 Page:114314
ISSN:0167-9236
Container-title:Decision Support Systems
language:en
Short-container-title:Decision Support Systems

Author:

Zhang Junbo,Lu Jiandong,Wang Xiaolei,Liu Luning,Feng Yuqiang

Funder

Fundamental Research Funds for the Central Universities

National Natural Science Foundation of China

Natural Science Foundation of Heilongjiang Province

University of International Business and Economics

Publisher

Elsevier BV

Reference85 articles.

1. The human side of human-chatbot interaction: a systematic literature review of ten years of research on text-based chatbots;Rapp;Int. J. Hum.-Comput. Stud.,2021

2. Conversational agents in business: a systematic literature review and future research directions;Bavaresco;Comput. Sci. Rev.,2020

3. AI-based chatbots in customer service and their effects on user compliance;Adam;Electron. Mark.,2021

4. Bad News? Send an AI. Good news? Send a human;Garvey;J. Mark.,2022

5. Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions;Crolic;J. Mark.,2022

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