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1
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions
Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions
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Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions

Journal of marketing, 2022-01, Vol.86 (1), p.132-148 [Peer Reviewed Journal]

The Author(s) 2021 ;ISSN: 0022-2429 ;EISSN: 1547-7185 ;DOI: 10.1177/00222429211045687

Digital Resources/Online E-Resources

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2
Advantages of E-commerce
Advantages of E-commerce
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Advantages of E-commerce

Journal of internet banking and commerce : JIBC, 2021-05, Vol.26 (5), p.1-1

Copyright ARRAY Development May 2021 ;ISSN: 1204-5357 ;EISSN: 1204-5357

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3
The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics
The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics
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The V-Model of Service Quality: An Exploration of African Customer Service Delivery Metrics

ISBN: 1787696065 ;ISBN: 9781787696068 ;EISBN: 1787696030 ;EISBN: 9781787696037 ;OCLC: 1056779276

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4
AI-based chatbots in customer service and their effects on user compliance
AI-based chatbots in customer service and their effects on user compliance
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AI-based chatbots in customer service and their effects on user compliance

Electronic markets, 2021-06, Vol.31 (2), p.427-445 [Peer Reviewed Journal]

The Author(s) 2020 ;The Author(s) 2020. This work is published under http://creativecommons.org/licenses/by/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 1422-8890 ;ISSN: 1019-6781 ;EISSN: 1422-8890 ;DOI: 10.1007/s12525-020-00414-7

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5
Service employee burnout and engagement: the moderating role of power distance orientation
Service employee burnout and engagement: the moderating role of power distance orientation
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Service employee burnout and engagement: the moderating role of power distance orientation

Journal of the Academy of Marketing Science, 2016-11, Vol.44 (6), p.726-745 [Peer Reviewed Journal]

Academy of Marketing Science 2015 ;COPYRIGHT 2016 Springer ;Academy of Marketing Science 2016 ;ISSN: 0092-0703 ;EISSN: 1552-7824 ;DOI: 10.1007/s11747-015-0463-4 ;CODEN: JAMSDE

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6
Digital transformation: harnessing digital technologies for the next generation of services
Digital transformation: harnessing digital technologies for the next generation of services
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Digital transformation: harnessing digital technologies for the next generation of services

The Journal of services marketing, 2019-09, Vol.33 (4), p.429-435 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2019 ;ISSN: 0887-6045 ;EISSN: 2054-1651 ;DOI: 10.1108/JSM-01-2019-0034

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7
The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry
The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry
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The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry

International journal of contemporary hospitality management, 2016-01, Vol.28 (9), p.1992-2012 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Emerald Group Publishing Limited 2016 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-03-2015-0128

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8
The dark side of customer co-creation: exploring the consequences of failed co-created services
The dark side of customer co-creation: exploring the consequences of failed co-created services
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The dark side of customer co-creation: exploring the consequences of failed co-created services

Journal of the Academy of Marketing Science, 2015-05, Vol.43 (3), p.279-296 [Peer Reviewed Journal]

Academy of Marketing Science 2014 ;COPYRIGHT 2015 Springer ;Academy of Marketing Science 2015 ;ISSN: 0092-0703 ;EISSN: 1552-7824 ;DOI: 10.1007/s11747-014-0387-4 ;CODEN: JAMSDE

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9
Social network analysis in telecommunications
Social network analysis in telecommunications
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Social network analysis in telecommunications

ISBN: 9781118010945 ;ISBN: 1118010949 ;ISBN: 047064754X ;ISBN: 9780470647547 ;ISBN: 9781118010952 ;ISBN: 1118010957 ;ISBN: 1118010779 ;ISBN: 9781118010778 ;EISBN: 9781118010945 ;EISBN: 1118010949 ;EISBN: 047064754X ;EISBN: 9780470647547 ;EISBN: 9781118010952 ;EISBN: 1118010957 ;DOI: 10.1002/9781119200529 ;OCLC: 729627489 ;LCCallNum: HE7631.R45

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10
E-service quality on live streaming platforms: swift guanxi perspective
E-service quality on live streaming platforms: swift guanxi perspective
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E-service quality on live streaming platforms: swift guanxi perspective

The Journal of services marketing, 2021-07, Vol.35 (3), p.312-324 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2020 ;ISSN: 0887-6045 ;EISSN: 2054-1651 ;DOI: 10.1108/JSM-01-2020-0009

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11
Voice assistants in hospitality: using artificial intelligence for customer service
Voice assistants in hospitality: using artificial intelligence for customer service
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Voice assistants in hospitality: using artificial intelligence for customer service

Journal of hospitality and tourism technology, 2022-06, Vol.13 (3), p.386-403

Emerald Publishing Limited ;Emerald Publishing Limited. ;ISSN: 1757-9880 ;EISSN: 1757-9899 ;DOI: 10.1108/JHTT-03-2021-0104

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12
Supply chain integration: value creation through managing inter-organizational learning
Supply chain integration: value creation through managing inter-organizational learning
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Supply chain integration: value creation through managing inter-organizational learning

International journal of operations & production management, , Vol.38 (1), p.211-229 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2018 ;ISSN: 0144-3577 ;EISSN: 1758-6593 ;DOI: 10.1108/IJOPM-06-2015-0372

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13
Service, services and products: rethinking operations strategy
Service, services and products: rethinking operations strategy
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Service, services and products: rethinking operations strategy

International journal of operations & production management, 2009-04, Vol.29 (5), p.444-467 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Copyright Emerald Group Publishing Limited 2009 ;ISSN: 0144-3577 ;EISSN: 1758-6593 ;DOI: 10.1108/01443570910953586 ;CODEN: IOPMDU

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14
Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences
Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences
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Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

Journal of service research : JSR, 2017-02, Vol.20 (1), p.43-58 [Peer Reviewed Journal]

The Author(s) 2016 ;ISSN: 1094-6705 ;EISSN: 1552-7379 ;DOI: 10.1177/1094670516679272

Digital Resources/Online E-Resources

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15
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
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Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Journal of the Academy of Marketing Science, 2021-07, Vol.49 (4), p.632-658 [Peer Reviewed Journal]

The Author(s) 2021 ;The Author(s) 2021. This work is published under http://creativecommons.org/licenses/by/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 0092-0703 ;EISSN: 1552-7824 ;DOI: 10.1007/s11747-020-00762-y

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16
Analysing the 'Black Box' of HRM: Uncovering HR Goals, Mediators, and Outcomes in a Standardized Service Environment
Analysing the 'Black Box' of HRM: Uncovering HR Goals, Mediators, and Outcomes in a Standardized Service Environment
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Analysing the 'Black Box' of HRM: Uncovering HR Goals, Mediators, and Outcomes in a Standardized Service Environment

Journal of management studies, 2011-11, Vol.48 (7), p.1504-1532 [Peer Reviewed Journal]

2010 The Authors. Journal of Management Studies © 2010 Blackwell Publishing Ltd and Society for the Advancement of Management Studies ;Copyright Blackwell Publishing Ltd. Nov 2011 ;ISSN: 0022-2380 ;EISSN: 1467-6486 ;DOI: 10.1111/j.1467-6486.2010.00973.x ;CODEN: JMASB2

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17
Intelligent Transportation System Applications and Logistics Resources for Logistics Customer Service in Road Freight Transport Enterprises
Intelligent Transportation System Applications and Logistics Resources for Logistics Customer Service in Road Freight Transport Enterprises
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Intelligent Transportation System Applications and Logistics Resources for Logistics Customer Service in Road Freight Transport Enterprises

Energies (Basel), 2022-07, Vol.15 (13), p.4668 [Peer Reviewed Journal]

COPYRIGHT 2022 MDPI AG ;2022 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 1996-1073 ;EISSN: 1996-1073 ;DOI: 10.3390/en15134668

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18
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth
The robot-to-robot service encounter: an examination of the impact of inter-robot warmth
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The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

The Journal of services marketing, 2021, Vol.35 (9), p.15-27 [Peer Reviewed Journal]

Magnus Söderlund. ;Magnus Söderlund. This work is published under https://creativecommons.org/licenses/by-nc/3.0/legalcode (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 0887-6045 ;EISSN: 2054-1651 ;DOI: 10.1108/JSM-01-2021-0006

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19
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
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Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Journal of service theory and practice, 2020-07, Vol.30 (3), p.361-391 [Peer Reviewed Journal]

Emerald Publishing Limited ;ISSN: 2055-6225 ;EISSN: 2055-6233 ;DOI: 10.1108/JSTP-04-2019-0088

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20
Want a More Ethical Team? Build Expertise, Not Just Guidelines
Want a More Ethical Team? Build Expertise, Not Just Guidelines
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Want a More Ethical Team? Build Expertise, Not Just Guidelines

MIT Sloan management review, 2024-04, p.1-4 [Peer Reviewed Journal]

Copyright Massachusetts Institute of Technology, Cambridge, MA Apr 2024 ;EISSN: 1532-8937

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