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Keywords: Media richness
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Journal Articles
Friend or foe? Chat as a double-edged sword to assist customers
Available to Purchase
Journal of Service Theory and Practice (2019) 29 (4): 438–461.
Published: 28 October 2019
... Publishing Limited Licensed re-use rights only Service encounter Chat Media richness Customer assistance The development of technological goods and self-service technologies (SSTs) intended to increase customers’ autonomy and assist them has created new situations in which customers may...
