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Dmitri G, Markovitch ; Dongling, Huang ; Rusty A, Stough. (2024) Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust.
In: Journal of Retailing and Consumer Services. RePEc:eee:joreco:v:76:y:2024:i:c:s096969892300351x.

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cites:

Biros, D.P. ; Fields, G. ; Gunsch, G. The effect of external safeguards on human-information system trust in an information warfare environment. 2003 En : Proceedings of the 36th Annual Hawaii International Conference on System Sciences. IEEE:

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