...: an affective pathway (increases perceived emotional support) and a cognitive pathway (decreases expectation disconfirmation). Furthermore, chatbot’s empathic content weakens dual-pathway mediation effects, suggesting that voice anthropomorphism is particularly helpful when chatbots’ responses lack empathic...

... and quality of the return process. Design/methodology/approach This research focuses on these aspects through the expectation disconfirmation theoretical lens, looking at the relationship between expectations shaped by the product return policy and the repurchase intention. This research collects data...

... customers. To achieve the objectives outlined above, an empirical research study was carried out using data drawn from a service quality survey conducted by a financial institution in a southern European country every two years. Electronic banking Satisfaction Determinants Expectation...