Understanding the joint effects of internal and external anthropomorphic cues of intelligent customer service bot on user satisfaction.
Yuxin HuYongqiang SunPublished in: Data Inf. Manag. (2023)
Keyphrases
- internal and external
- user satisfaction
- customer service
- customer satisfaction
- service quality
- information systems
- search experience
- user engagement
- information quality
- customer behavior
- perceived usefulness
- call center
- information technology
- governmental organizations
- customer support
- structural equation modeling
- business environment
- intelligent systems
- robot arm
- objective measures
- information exchange
- agent technology
- kolmogorov smirnov
- post hoc analysis