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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
How communications by AI-enabled voice assistants impact the customer journey
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2022) 33 (4-5): 705–720.
Published: 12 May 2022
... such communications impact VA evaluations and usage intentions at various stages of the customer journey. Voice assistants Artificial intelligence Communications Customer journey The use of artificial intelligence (AI)-enabled assistants (e.g. Alexa, Siri) in marketing and digital communication...
