Measuring service quality based on customer emotion: An explainable AI approach.
Yiting GuoYilin LiDe LiuSean Xin XuPublished in: Decis. Support Syst. (2024)
Keyphrases
- service quality
- customer satisfaction
- electronic commerce
- call center
- customer requirements
- artificial intelligence
- customer loyalty
- user satisfaction
- online shopping
- internet shopping
- competitive environment
- service providers
- customer service
- customer support
- quality management
- information systems
- competitive advantage
- quality of service
- product design
- customer relationship management
- marketing strategies
- information quality
- emotional state
- real time
- expert systems
- facial expressions
- website