Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries Article (Web of Science)

cited authors

  • Jones, Carol L. Esmark; Hancock, Tyler; Kazandjian, Brett; Voorhees, Clay M.

publication date

  • May 1, 2022

webpage

published in

category

keywords

  • Avatar
  • Chatbot
  • Customer Service
  • Loyalty
  • Retailing
  • Satisfaction
  • Service Recovery

start page

  • 703

end page

  • 716

volume

  • 144