Rise of the Machines? Customer Engagement in Automated Service Interactions

Artificial intelligence (AI) is likely to spawn revolutionary transformational effects on service organizations, including by impacting the ways in which firms engage with their customers. In parallel, customer engagement (CE), which reflects customer interactions with brands, offerings, or firms, h...

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Bibliographic Details
Published in:Journal of service research : JSR 2021-02, Vol.24 (1), p.3-8
Main Authors: Hollebeek, Linda D., Sprott, David E., Brady, Michael K.
Format: Article
Language:English
Subjects:
Artificial intelligence
Automation
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