Enhancing digital service communication strategies

Purpose Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence. Design/methodology/approach A 2 × 2 scenario-based experiment was conducted to test...

Ausführliche Beschreibung

Bibliographische Detailangaben

Veröffentlicht in:	Journal of hospitality and tourism technology 2024-01, Vol.15 (1), p.156-169
Hauptverfasser:	Lee, Seonjeong Ally, Oh, Haemoon
Format:	Artikel
Sprache:	eng
Schlagworte:	Behavior Business communications Chatbots Customer services Emojis Emotions Hypotheses Influence Job titles Marketing Perceptions Purchase intention Verbal communication
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!