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Keywords: Scale development
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Journal Articles
Journal of Service Theory and Practice (2025) 35 (4): 632–658.
Published: 02 June 2025
... Limited Licensed re-use rights only Artificial intelligence (AI) Human–AI interaction Perceived shared agency (PSA) Scale development Value co-creation Technology adoption Another aspect that may hinder the value co-creation process when consumers share agency with AI is the human...
Journal Articles
Journal of Service Theory and Practice (2023) 33 (6): 873–900.
Published: 08 November 2023
... informants from various demographics. We conducted interviews till we achieved theoretical saturation (Charmaz, 2006). Customer intention to participate in service recovery Scale development Perceived control Anxiety Failure controllability attribution As per Zendesk's “Customer Experience...
