The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective

Volume: 41, Issue: 13-14, Pages: 900 - 925
Published: Jun 30, 2020
Abstract
Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces from being human-driven to technology-dominant. As a result, customers are expected to resolve issues themselves before reaching out to customer service representatives, ultimately becoming a central element of service production as co-creators of value. However, AI-powered interactions can also fail, potentially leading to anger, confusion, and customer...
Paper Details
Title
The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective
Published Date
Jun 30, 2020
Journal
Volume
41
Issue
13-14
Pages
900 - 925
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