Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?
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DOI: 10.1287/isre.2022.1179
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- Choi, Sunhwa & Yi, Youjae & Zhao, Xiaohong, 2024. "The human touch vs. AI efficiency: How perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
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- Saleem, Tayyaba & Talpur, Qurat-ul-ain & Ishaq, Muhammad Ishtiaq & Raza, Ali & Junaid, Muhammad, 2024. "Exploring the effect of telepresence and escapism on consumer post-purchase intention in an immersive virtual reality environment," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
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Keywords
emotional artificial intelligence; conversational agent; chatbot; customer service; emotional contagion; expectation–disconfirmation; relationship norm orientation;All these keywords.
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