When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
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DOI: 10.1080/02642069.2020.1748014
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Cited by:
- Sleep, Stefan & Gala, Prachi & Harrison, Dana E., 2023. "Removing silos to enable data-driven decisions: The importance of marketing and IT knowledge, cooperation, and information quality," Journal of Business Research, Elsevier, vol. 156(C).
- Zengmao Yang & Jinlai Zhou & Hongjun Yang, 2023. "The Impact of AI’s Response Method on Service Recovery Satisfaction in the Context of Service Failure," Sustainability, MDPI, vol. 15(4), pages 1-18, February.
- Das, Manoj & Ramalingam, Mahesh, 2023. "To praise or not to praise- Role of word of mouth in food delivery apps," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
- Zhao, Taiyang & Ran, Yaxuan & Wu, Banggang & Lynette Wang, Valerie & Zhou, Liying & Lu Wang, Cheng, 2024. "Virtual versus human: Unraveling consumer reactions to service failures through influencer types," Journal of Business Research, Elsevier, vol. 178(C).
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