Anthropomorphic service recovery: the panacea following service failure of automated CSAs
Orientation: Automated customer service agents (CSAs) are not mere tools but social interaction entities with anthropomorphic traits capable of predicting consumer responses following unique online service failures scenarios. Research purpose: The study advances the discourse in how automated CSAs...
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2025-02-01
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| Series: | Acta Commercii |
| Subjects: | |
| Online Access: | https://actacommercii.co.za/index.php/acta/article/view/1348 |
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