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Keywords: Voice assistants
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (1): 165–196.
Published: 22 August 2025
...John Vara Prasad Ravi; Jan-Hinrich Meyer; Ramon Palau-Saumell; Divya Seernani Purpose Voice assistants (VAs) have reshaped customer service by offering new interaction channels. This study explores how user-expressed emotions during interactions with multimodal and voice-only devices across...
Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2022) 33 (4-5): 705–720.
Published: 12 May 2022
... to communications, affordance and AI to establish a relevant conceptual framework. Consequently, we propose a rich research agenda, comprised of five research propositions, to motivate future papers. Table A1 Widely used voice assistants Device Adoption (Estimated users) Benefits Drawbacks...
