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Keywords: Justice theory
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Journal Articles
Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention
Available to Purchase
Journal of Hospitality and Tourism Technology (2023) 14 (3): 416–429.
Published: 13 April 2023
... to lower (a) customer satisfaction and (b) revisit intention than human employees’ recovery. © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Chatbots Service recovery Recovery strategy Recovery timing Lay belief Justice theory Lay...
Includes: Supplementary data
