Results 231 to 240 of about 6,235,419 (306)

Customer Mistreatment and Venting to Conversational AI: Emotional Exhaustion as Mediator and Trust in Conversational AI as Moderator. [PDF]

Behav Sci (Basel)
Cheng J, Jiang J.
europepmc   +1 more source

Rural first-mile pickup and last-mile delivery: A bus-assisted heterogeneous-drone model. [PDF]

PLoS One
Jin S, Wang L, Gong Y, Hu J.
europepmc   +1 more source

Construction of a balanced scorecard-based performance evaluation indicator system for research management in key biomedical research laboratories: An observational study. [PDF]

Medicine (Baltimore)
Zhou B, Niu J, Wang Q.
europepmc   +1 more source

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Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate

Journal of Service Management, 2020
The domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers seeking support on brands' social media channels.
Todd Bacile
exaly   +2 more sources

Returning good for evil: A study of customer incivility and extra-role customer service

International Journal of Hospitality Management, 2019
This study investigates the conditions under which service employees can react positively after encountering customer incivility. Building on the work engagement theory, we hypothesize that customer incivility interacts with workplace social support (i.e.
Julie N Y Zhu, Long W Lam
exaly   +2 more sources

The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Journal of Retailing and Consumer Services, 2021
Musheer Aljaberi, Md Uzir Hossain Uzir, Ramayah T   +2 more
exaly   +2 more sources

Voice‐based AI in call center customer service: A natural field experiment

Production and operations management, 2023
Voice‐based artificial intelligence (AI) systems have been recently deployed to replace traditional interactive voice response (IVR) systems in call center customer service.
Lingli Wang, Ni Huang, Y. Hong, Luning Liu, Xunhua Guo, Guoqing Chen   +5 more
semanticscholar   +1 more source

Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?

Information systems research, 2022
The rise of emotional intelligence technology and the recent debate about the possibility of a “sentient” artificial intelligence (AI) urge the need to study the role of emotion during people’s interactions with AIs.
Elizabeth Han, Dezhi Yin, Han Zhang
semanticscholar   +1 more source

Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures

Journal of Research in Interactive Marketing, 2023
PurposeIntelligent customer service has started replacing human employees in providing services to customers in numerous industries. Based on the expectancy disconfirmation theory, this study explores how different types of anthropomorphic avatar images ...
Q. Yao, Ling Kuai, Lan Jiang
semanticscholar   +1 more source