Zobrazeno 1 - 5
of 5
pro vyhledávání: '"Söderlund, M. (Magnus)"'
Virtual agents (VAs) are used increasingly as representatives of the firm in retail and service settings — particularly in online environments. Existing studies indicate that the customer’s experience is enhanced if VAs resemble humans, which see
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=od______2423::2b088bce2c96570b47268f726b52e12a
http://urn.fi/urn:nbn:fi-fe2022042730809
http://urn.fi/urn:nbn:fi-fe2022042730809
The purpose of this study is to explore a set of mechanisms that mediate the influence of the impact of responsible service employee behaviour on customer satisfaction during the Covid-19 pandemic. A questionnaire was distributed online to UK residen
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=od______2423::22cc8166b9e389e41d90fde8c9f6a4cf
http://urn.fi/urn:nbn:fi-fe2022092159762
http://urn.fi/urn:nbn:fi-fe2022092159762
Virtual agents (VAs) are already used as representatives of the firm in service encounters, and this study of customers’ interactions with existing VAs explores a set of VA features and behaviors with respect to their potential to influence custome
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=od______2423::273772588e957a67a691456a5d61471b
http://urn.fi/urn:nbn:fi-fe202201179041
http://urn.fi/urn:nbn:fi-fe202201179041
Previous research has indicated that employee joke-telling in the service encounter can have a negative impact on customer satisfaction, particularly with respect to perceived overall message relevance as a mediating variable. The present study is an
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=od______2423::643940855fbe763cc36b342dde6f5caa
http://urn.fi/urn:nbn:fi-fe2020092170233
http://urn.fi/urn:nbn:fi-fe2020092170233
This study assesses the impact of employee use of jokes embedded in face-to-face conversations with customers. Our main finding — derived from experiments in which employee use of jokes was manipulated — was that jokes reduced customer satisfacti
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=od______2423::7a1acdb374434ae56d76224689158d19
http://urn.fi/urn:nbn:fi-fe201706297590
http://urn.fi/urn:nbn:fi-fe201706297590