Chatbots in customer service: Their relevance and impact on service quality.
Chiara Valentina MisischiaFlora PoeczeChristine StraussPublished in: ANT/EDI40 (2022)
Keyphrases
- internet shopping
- customer service
- service quality
- customer satisfaction
- call center
- factors influencing
- service providers
- online shopping
- electronic commerce
- user satisfaction
- customer support
- customer behavior
- inventory control
- quality of service
- information systems
- marketing strategies
- information quality
- competitive advantage
- job satisfaction
- web services
- databases
- incident management
- supply chain
- governmental organizations