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Keywords: Customer service
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Journal Articles
Journal of Fashion Marketing and Management: An International Journal (2025) 29 (8): 1413–1430.
Published: 25 July 2025
...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...
Journal Articles
Journal of Fashion Marketing and Management: An International Journal (2022) 26 (2): 221–246.
Published: 25 May 2021
... organizational norms may be driven by either “other-directed” or “self-directed” motives. Morrison (2006) and Narayanan and Murphy (2017) suggest employees may deviate from organization rules to provide better customer service (other-directed) or alternatively, help themselves to perform duties (self...
