Uploads by Swapnil Kasar

Emotion regulatory chatbots for enhancing consumer servicing An interpersonal emotion management approach

Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction An explanation from temporal and conversational cues

Concrete or abstract How chatbot response styles influence customer satisfaction

Chatbots and service failure When does it lead to customer aggression

Chatbots in customer service Their relevance and impact on service quality