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Keywords: Voicebot
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2026) 60 (13): 309–336.
Published: 12 March 2026
...Mai Nguyen; Luis Arango; Yunen Zhang; Nicole Hartley; Felix Septianto Purpose This study aims to examine the comparative effect that two widespread technologies, text-based chatbots and voicebots, have on perceived relief and subsequent customer outcomes in service failure settings. The moderating...
