Managing the human–chatbot divide: how service scripts influence service experience
International journal of service industry management, 2021-02, Vol.32 (2), p.246-264 [Peer Reviewed Journal]Emerald Publishing Limited ;Emerald Publishing Limited 2020 ;ISSN: 1757-5818 ;EISSN: 1757-5826 ;EISSN: 1758-6704 ;DOI: 10.1108/JOSM-06-2019-0203
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