...Hu Meng; Zixiao Li; Xinran Xu; Junchang Wang; Xuanyuan Zhang; Meihua Chen Purpose The study aims to explore two issues: What are the differences in consumer trust, satisfaction, perceived quality and purchase intention caused by different types of online customer service; Will AI chatbots...

... organization rules to provide better customer service (other-directed) or alternatively, help themselves to perform duties (self-directed) more efficiently, or reduce emotional labor. For example, consider a situation where a fashion sales assistant personally delivers an item to a customer's home because...