Voice artificial intelligence service failure and customer complaint behavior: The mediation effect of customer emotion.
Bin LiLuning LiuWeicheng MaoYongcuomu QuYanhong ChenPublished in: Electron. Commer. Res. Appl. (2023)
Keyphrases
- customer service
- artificial intelligence
- customer behavior
- customer satisfaction
- call center
- electronic commerce
- service requirements
- service times
- point of sale
- service discovery
- arrival process
- web services
- steady state
- machine learning
- failure recovery
- behavior patterns
- facial expressions
- intelligent systems
- service quality
- computational intelligence
- end users
- computer science
- human decision making
- customer requirements
- semantic web services
- service composition
- service providers