현상
온라인 고객서비스
4편 · 2024 2편, 2026 2편
- How Frontline Employees’ Relational Communication in Online Service Interactions Drives Customer Satisfaction
- Does Agent Gender Matter? Evidence from Southwest Airlines’ Customer Service on Twitter
- Less Artificial, More Intelligent: Understanding Affinity, Trustworthiness, and Preference for Digital Humans
- Two-Sided Impacts of Service Provider’s Identity Disclosure in e-Customer Service Platforms: Evidence from Two Field Experiments