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Keywords: Customer service interactions
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 26–49.
Published: 16 January 2026
... the various stages and tasks of customer service interactions. Design/methodology/approach This study provides a systematic and cross-disciplinary review of empirical studies on applications of technology in human-to-human service interactions published over the last decade. The resulting 99 studies...
Includes: Supplementary data
Journal Articles
Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (2): 247–265.
Published: 10 June 2020
.../legalcode . Artificial intelligence Customer service interactions Interpersonal emotion regulation goal attainment Affective well-being Augmented service employees Voice emotion recognition The machine has no feelings, it feels no fear and no hope [...], it operates according to the pure...
