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Nan, Niu ; Ying, Xu ; Zixiang, Zhao. (2023) Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues.
In: Journal of Retailing and Consumer Services. RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001649.

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cites:

Chattaraman, V. ; Kwon, W.S. ; Gilbert, J.E. ; Ross, K. Should AI-Based, conversational digital assistants employ social-or task-oriented interaction style? A task-competency and reciprocity perspective for older adults. 2019 Comput. Hum. Behav.. 90 315-330

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