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Keywords: Chatbots
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Journal Articles
Journal of Product & Brand Management (2026) 35 (7): 921–936.
Published: 02 April 2026
...Youssra El Midaoui; Laurence Dessart; Willem Standaert Purpose Drawing on expectation disconfirmation theory and assimilation-contrast theory, this study hypothesizes how different expectation violations – differentiated by object (brand vs chatbot) but triggered within a same interaction...
Includes: Supplementary data
