How does AI agent (vs. IVR system) service failure impact customer purchase behavior: mediating effect of customer involvement-Reference-Cited by-同舟云学术

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How does AI agent (vs. IVR system) service failure impact customer purchase behavior: mediating effect of customer involvement

Published:2024-05-07 Issue: Volume: Page:1-19
ISSN:0264-2069
Container-title:The Service Industries Journal
language:en
Short-container-title:The Service Industries Journal

Author:

Li Bin¹,Chang Yufei¹,Liu Luning¹^ORCID,Liu Haijia¹,Sun Jie¹

Affiliation:

1. School of Management, Harbin Institute of Technology, Harbin, People’s Republic of China

Funder

National Natural Science Foundation of China

Heilongjiang Provincial Natural Science Foundation of China

Fundamental Research Funds for the Central Universities

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/02642069.2024.2344113

Reference63 articles.

1. Voice recognition still has significant race and gender biases;Bajorek J. P.;Harvard Business Review,2019

2. Self-responsibility and the self-serving bias: an fMRI investigation of causal attributions

3. Personality determinants of online shopping: Explaining online purchase intentions using a hierarchical approach

4. Generative AI at Work

5. The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective

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