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Keywords: Recovery strategy
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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
... of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery. Originality/value This study enriches the chatbot research and the service recovery literature by deploying chatbots...
Includes: Supplementary data
