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Keywords: Chatbots
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (8): 1004–1024.
Published: 25 July 2025
...Donia El-Naggar; Hadeer Hammad; Noha El-Bassiouny Purpose Humanization of chatbots helps build consumer–artificial intelligence relationships and enhances behavioral intentions through different purchase stages. This study aims to explore the impact of anthropomorphism cues (personification cues...
Includes: Supplementary data
Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (5): 493–512.
Published: 02 May 2025
...Wilson Ozuem; Silvia Ranfagni; Michelle Willis; Giada Salvietti; Kerry Howell Purpose The aim of the paper is to address the persistent uncertainty surrounding the effectiveness of chatbot-led service failure recovery (SFR) in delivering a satisfactory online customer experience. Prior studies...
