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SRC-f11d51f1353c93e0 · Source record

When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type

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

Canonical route

https://doi.org/10.1016/j.jretconser.2022.103059

Claims connected to this source

  1. MWITA-CCO-2026-010AI chatbots generated higher satisfaction for functional product attributes, while human employees generated higher satisfaction for experiential attributes.Evidence A

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