Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters
Author:
Affiliation:
1. Faculty of Economics and Business Administration; VU University Amsterdam; De Boelelaan 1105 room 3A-22 1081 HV Amsterdam
2. Department of Management; University of Amsterdam Business School; Roetersstraat 11 room M2.27 1018 WB Amsterdam
Publisher
Oxford University Press (OUP)
Subject
Computer Networks and Communications,Computer Science Applications
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