Chatbot e-service and customer satisfaction regarding luxury brands
Abstract
This study was undertaken to analyze whether luxury fashion retail brands can adhere to their core essence of providing personalized care through e-services rather than through traditional face-to-face interactions, particularly through Chatbot, an emerging digital tool offering convenient, personal, and unique customer assistance. The authors use customer data to test a five-dimension model measuring Chatbot for customer perceptions of...
Paper Details
Title
Chatbot e-service and customer satisfaction regarding luxury brands
Published Date
Sep 1, 2020
Journal
Volume
117
Pages
587 - 595
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