Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy

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DOI:10.1016/j.jretconser.2024.103847
作者：Dmitri G. Markovitch ,?Rusty A. Stough ,?Dongling Huang
文献类型：期刊论文
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Abstract：Service outcome valence is a prominent contextual factor that has been under-researched in studies of consumer response to automated service-givers. We investigate whether consumers respond

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