Don’t shoot the messenger: the impact of anthropomorphized chatbots and recommendations during a process service failure☆

Journal of Business Research 2026

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Authors: Carol L. Esmark Jones, Christian Barney Neuman, Brett Kazandjian, Joel E. Collier, Tyler D. Hancock

DOI: 10.1016/j.jbusres.2026.115991

Cited by: 1

References: 82

Fields of Study & Subjects

AI in Service Interactions Technology Adoption and User Behaviour Digital Marketing and Social Media

References 82