Understanding virtual agents' service quality in the context of customer service: A fit-viability perspective.
Yanping ZhangChangyong LiangXiaodong LiPublished in: Electron. Commer. Res. Appl. (2024)
Keyphrases
- customer service
- customer satisfaction
- service quality
- call center
- virtual agents
- customer support
- service providers
- user satisfaction
- electronic commerce
- virtual environment
- quality of service
- information systems
- knowledge base
- data mining
- intelligent virtual agents
- human computer interaction
- competitive advantage
- information technology
- multi agent
- database systems