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SRC-80775f6baa328fdb · Source record

Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy

Journal of Retailing and Consumer Services / Elsevier · 1 connected claims

Canonical route

https://doi.org/10.1016/j.jretconser.2024.103847

Claims connected to this source

  1. MWITA-CCO-2026-011Customers evaluated chatbot service less favorably than human service after both positive and negative outcomes, with lower perceived empathy explaining the penalty.Evidence A

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