Login or signup to connect with paper authors and to register for specific Author Connect sessions (if available).

Look in the Mirror: Introducing AI Tools into Service Recovery Responses
Mary Tate, Stefan Cronholm, Nicklas Salomonson
This paper examines the impacts of AI tools on customer service recovery responses, with a focus on the customer experience and the well-being of service recovery staff. We find that the tools themselves are neutral in terms of their effects but can be implemented in helpful or negative ways. Based on our analysis we propose a series of research questions.

AuthorConnect Sessions

No sessions scheduled yet