… with customers, by classifying incidents into specific categories. CIT has been used mainly in
the consumer service … important”/“very satisfied”. The population intuitively understands this …

… (modeling risk and simulating cyber defense scenarios … “So, within our environment we're
very much dependent on … , we use the major incident management process and through …

… providers and systems, VAs should integrate a holistic approach to customer service … very
handy if the smart speaker speaks most major languages in the world. It’s going to be very …

… the relational view to be a very useful theoretical lens to study how a provider–customer
relationship is … We decided to apply a multiple case study approach as it is commonly used in the …

… service encounters and entire customer relationships and … presents our narrative-based
critical incident technique (CIT) … ) dimensions of service quality are conceptually very similar to …

… adopted because they mimic human service agents and are … A very humanlike chatbot
may be expected to have very … In a customer service context, this overestimation is important…

“In AI we trust?” The effects of parasocial interaction and technopian versus luddite
ideological views on chatbot-based customer relationship management in the emerging “feeling …

… approach based on in-depth interviews with 27 customers who have interacted with AI-powered
chatbots in customer service … service settings, where the customer lies at the very core of …

… customer service interactions. However, while the role of … should be designed to emulate
human service agents. It is well … for the FSE scenario, they still rate very well in terms of ability to …

… Case D was also a complex procedure with a very high entering cystic artery … approach
was preferred for the potential to be easily adapted to automatically locate other critical events in …