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Journal of Service Management
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Papers 439
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#1Kaat De PourcqH-Index: 3
#2Katrien VerleyeH-Index: 6
Last. Paul GemmelH-Index: 17
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#1Jan F. KleinH-Index: 3
#2Yuchi Zhang (Santa Clara University)
Last. Xueming Luo (TU: Temple University)H-Index: 36
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Purpose—In the age of digital media, customers have access to vast digital information sources, within and outside a company’s direct control. Yet managers lack a metric to capture customers’ cross-media exposure and its ramifications for individual customer journeys. To solve this issue, this article introduces media entropy as a new metric for assessing cross-media exposure on the individual customer level and illustrates its effect on consumers’ purchase decisions. Design/Methodology/Approach...
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Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relatio...
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#1Hsiu-Yuan TsaoH-Index: 7
Last. Sean SandsH-Index: 13
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#1Kai-Yu WangH-Index: 11
#2Wen-Hai ChihH-Index: 11
Last. Wei-Ching LinH-Index: 1
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