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Keywords: Recovery timing
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Journal Articles
Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention
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Journal of Hospitality and Tourism Technology (2023) 14 (3): 416–429.
Published: 13 April 2023
... into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances. 研究目的 本研究旨在探索聊天机器人（与人类员工相比）的服务补救表现, 并帮助公司使用聊天机器人进行有效的服务补救。 研究设计/方法/途径 本研究进行了两个实验来检验提出...
Includes: Supplementary data
