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- 1Artificial Intelligence
- 1Communication
- 1Consumers
- 1Customer Satisfaction
- 1Customer Service
- 1Eservice
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2022-02-02
SSHRC IDG awarded 2022: This project seeks to test how language use influences customer perceptions of AI agents’ humanness and investigate when consumers prefer interacting with AI agents that are more or less human-like.This project will develop a framework to explain how, when, and why...
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Plenary: The eService Paradigm
2006-10-10
Stroulia, Eleini, Bergen, Mark, Messinger, Paul
We propose a framework for eService that highlights the challenges of combining human and automated inputs. Because service processes involve co-generating value with consumers, our model intermeshes what the consumer does with what the business does. We accordingly link the stages of the service...
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