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Can Chatbot Anthropomorphism and Empathy Mitigate the Impact of Customer Anger on Satisfaction?

Jian TangYunran WangXinxue ZhouJiayan GuoChenguang Li
Published in: iConference (1) (2024)
Keyphrases
  • customer satisfaction
  • electronic commerce
  • facial expressions
  • service quality
  • data sets
  • neural network
  • e learning
  • information technology
  • quality of service
  • call center
  • customer service
  • customer behavior