SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?
16 references·1 citing·46 second hop
Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service? (2022)Bots with Feelings: Should AI Agents Expr…Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Human Trust in Artificial Int…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…Experimental evidence of massive-scale emotional contagion through social networks (2014)Experimental evidence of mass…Dehumanization: An Integrative Review (2006)Dehumanization: An Integrativ…In two minds: dual-process accounts of reasoning (2003)In two minds: dual-process ac…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Emotional Contagion (1993)Emotional ContagionCognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Communication and Persuasion (1986)Communication and PersuasionA Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. (1983)Mood, misattribution, and jud…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…A Theory of Cognitive Dissonance (1957)A Theory of Cognitive Dissona…Can AI really help? The double-edged sword effect of AI assistant on employees’ innovation behavior (2023)Can AI really help? The doubl…A Theory of Social Comparison Processes (1954)Bad is Stronger than Good (2001)Alone together: why we expect more from technology and less from each other (2011)Big other: Surveillance Capitalism and the Prospects of an Information Civilization (2015)Mental Health Problems and Social Media Exposure During COVID-19 Outbreak (2020)Using social and behavioural science to support COVID-19 pandemic response (2020)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Measuring Service Quality: A Reexamination and Extension (1992)Advances in Consumer Research (2025)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)The Structure of Psychological Well-Being. (1970)Availability: A heuristic for judging frequency and probability (1973)Affect, accessibility of material in memory, and behavior: A cognitive loop? (1978)Subjective Well-Being (1984)Happiness is everything, or is it? Explorations on the meaning of psychological well-being. (1989)The Emerging Field of Emotion Regulation: An Integrative Review (1998)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Diffusion of Innovations 1 (2019)Emotional Intelligence: Why It Can Matter More Than IQ (1995)Affective Computing (1997)Evolving to a New Dominant Logic for Marketing (2003)How artificial intelligence will change the future of marketing (2019)A strategic framework for artificial intelligence in marketing (2020)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Communication and Persuasion: Central and Peripheral Routes to Attitude Change (2015)Managing Legitimacy: Strategic and Institutional Approaches (1995)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)
this work references cited by second hop

References

  • 1957A Theory of Cognitive Dissonance24,663 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model19,239 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,528 cited
  • 1986Communication and Persuasion5,382 cited
  • 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.5,128 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2014Experimental evidence of massive-scale emotional contagion through social networks3,959 cited
  • 2020Human Trust in Artificial Intelligence: Review of Empirical Research3,634 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,625 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,257 cited
  • 2006Dehumanization: An Integrative Review2,956 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1993
Emotional Contagion
2,591 cited
  • 2003In two minds: dual-process accounts of reasoning2,259 cited
  • Cited by

    • 2023Can AI really help? The double-edged sword effect of AI assistant on employees’ innovation behavior310 cited