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Keywords: AI
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Journal Articles
Relief through digital modalities: evaluating text-based chatbots and voicebots in service failures
Open Access
Journal:
European Journal of Marketing
European Journal of Marketing (2026) 60 (13): 309–336.
Published: 12 March 2026
... effect of service failure severity on this mediation relationship is also evaluated. Design/methodology/approach This research adopts an experiential design, consisting of an initial exploratory field study (Study 1), to examine how AI bot modality influences real-world customer evaluations...
