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Keywords: Relational personalization
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Journal Articles
Journal of Service Theory and Practice (2024) 34 (1): 33–65.
Published: 16 October 2023
...) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization. Design/methodology/approach This paper presents...
