Abstract
Nan Bi, Shengliang Deng
Abstract
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Chatbots in e-commerce: the effect of chatbot language style on customers’ continuance usage intention and attitude toward brand
10.1016/j.jretconser.2022.103209 · doi-reference
No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations
10.1016/j.jbusres.2021.04.034 · doi-reference
The effect of company size on aggregate word-of-mouth valence
10.1177/00222429251320603 · doi-reference
Service recovery in robotic deliveries: effects of apology strategy and anthropomorphism under delays of food delivery
10.1016/j.ijhcs.2026.103792 · doi-reference
AI as a friend or assistant: the mediating role of perceived usefulness in social AI vs functional AI
10.1016/j.tele.2021.101694 · doi-reference
How anthropomorphic cues affect reactions to service delays
10.1108/jsm-09-2019-0334 · doi-reference
10.1108/9781787566873
10.1108/9781787566873 · doi-reference
How sincere is an apology? Recovery satisfaction in a robot service failure context
10.1177/10963480211011533 · doi-reference
Robots do not judge: service robots can alleviate embarrassment in service encounters
10.1007/s11747-022-00862-x · doi-reference
Preference for human or algorithmic forecasting advice does not predict if and how it is used
10.1002/bdm.2285 · doi-reference
Service recovery through anthropomorphic chatbots: a consumer face concern perspective
10.1108/apjml-06-2025-1270 · doi-reference
‘Don’t pretend to be my friend!’ When an informal brand communication style backfires on social media
10.1016/j.jbusres.2017.01.012 · doi-reference
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
10.1177/1094670510391078 · doi-reference
Roles of artificial intelligence in collaboration with humans: automation, augmentation, and the future of work
10.1287/mnsc.2024.05684 · doi-reference
10.1037/12171-001
10.1037/12171-001 · doi-reference