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Keywords: Lay belief
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Journal Articles
Journal of Hospitality and Tourism Technology (2023) 14 (3): 416–429.
Published: 13 April 2023
... and empathy (Radu et al., 2019). As customers have the lay belief that chatbots lack autonomy and empathy, bot-expressed emotions are perceived to be inauthentic (Wirtz et al., 2018) and less sincere (Hu et al., 2021). Therefore, when symbolic recovery is offered by chatbots instead...
Includes: Supplementary data
