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Keywords: Customer tolerance
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Journal Articles
Journal:
Kybernetes
Kybernetes (2026) 55 (5): 2101–2125.
Published: 26 May 2025
... strategies that can enhance customer tolerance toward such failures. Design/methodology/approach Three scenario-based experiments were conducted to examine the effects of AI agents’ voice types (male-voiced vs. female-voiced) on customer tolerance of service failures, with a focus on the mediating role...
