Blame the bot: Anthropomorphism and anger in customer-chatbot interactions
Chatbots have become common in digital customer service contexts across many industries. While many companies choose to humanize their customer service chatbots (e.g., giving them names and avatars), little is known about how anthropomorphism influences customer responses to chatbots in service sett...
| Main Authors: | , , , |
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| Format: | Journal article |
| Language: | English |
| Published: |
SAGE Publications
2021
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