Managing the human–chatbot divide: how service scripts influence service experience
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DOI: 10.1108/josm-06-2019-0203
Abstract: PurposeBrands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience.… read more here.
Keywords: human chatbot; influence service; script; service scripts ... See more keywords
Do service scripts exacerbate job demand-induced customer perceived discrimination?
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DOI: 10.1108/jsm-06-2016-0209
Abstract: Purpose This research aims to investigate the contingent influence of service scripts on the links between service employees’ job demands and customers’ perceptions of discrimination. Design/methodology/approach Drawing on prior conceptual and empirical work, as well… read more here.
Keywords: job demand; perceived discrimination; service scripts; job ... See more keywords