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Blending minds and machines in service operations: enhancing managerial responses to online reviews through human-generative AI collaboration

Year: 2026

Type: article

Source: Information Technology and People

DOI: 10.1108/itp-06-2025-0773

Authors: Lin Jia, Xin Liu, Tong Dora Chen, Yichuan Wang, Kenichi Takahashi, Yuan Wang

Institutions: Beijing Institute of Technology, University of Sheffield, Shanghai Jiao Tong University, Tsinghua University

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

Open Access status: closed

Funder: National Natural Science Foundation of China

Awards: G1413447321, G7477897325

OpenAlex ID: W7124137647

FWCI: 10.78

Cites: 74

Cited by: 3

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