Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction

Volume: 55, Issue: 13, Pages: 94 - 121
Published: May 6, 2021
Abstract
Purpose Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining...
Paper Details
Title
Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction
Published Date
May 6, 2021
Volume
55
Issue
13
Pages
94 - 121
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