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How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure

Business

How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure

N. Cai, S. Gao, et al.

Explore how chatbot communication styles can enhance consumer satisfaction and trust during service failures. This fascinating research, conducted by Na Cai, Shuhong Gao, and Jinzhe Yan, reveals that social-oriented chatbots can significantly boost interaction quality, thanks to their perceived warmth.

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