articleJournal of Retailing and Consumer ServicesJan 5, 2022Closed access

Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention

MSMeng­meng SongXXXinyu XingYDYucong DuanJCJason CohenJMJian Mou

Hainan University · University of the Witwatersrand · +1 more institution

Indexed incrossref

Abstract

No abstract available for this paper.

Citation impact

314
total citations
FWCI
109.75
Percentile
100%
References
84
Citations per year

Authors

5

Topics & keywords

Topics
Keywords
  • Service quality
  • Competence (human resources)
  • Service (business)
  • Business
  • Affect (linguistics)
  • Internet privacy
  • Quality (philosophy)
  • Knowledge management
UN Sustainable Development Goals
  • Peace, Justice and strong institutions
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