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Keywords: Angry
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Journal Articles
Journal of Research in Interactive Marketing (2024) 18 (6): 1099–1135.
Published: 02 February 2024
...Shichang Liang; Rulan Li; Bin Lan; Yuxuan Chu; Min Zhang; Li Li Purpose This study explores how chatbot gender and symbolic service recovery may improve the satisfaction of angry customers in the context of service failures. It provides a strategy for companies to deploy chatbots effectively...
