Year: 2025
Type: article
Abstract: This paper examines the impacts of AI tools on customer service recovery responses, with a focus on the customer experience and the well-being of service recovery staff. We find that the tools themselves are neutral in terms of their effects but can be implemented in helpful or negative ways. Based on our analysis we propose a series of research questions.
Institution: Victoria University of Wellington
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W7030033554
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