| 書目名稱 | The Smiling Chatbot | | 副標(biāo)題 | Investigating Emotio | | 編輯 | Konstantin Prinz | | 視頻video | http://file.papertrans.cn/920/919823/919823.mp4 | | 圖書封面 |  | | 描述 | .Significant advances in the field of artificial intelligence have given a strong tailwind to the spread of technologies based on it. AI technologies are increasingly influencing private contexts but also the service sector where more and more service encounters are handled by chatbots. In part, however, the spread of chatbots and the associated focus on their functional advantages seem to contradict extant research findings that service interactions are also driven by emotional components. A central role is played here by so-called emotional contagion (i.e., the unconscious transfer of emotions from employees to customers). Against the background that this contagion with positive emotions can lead to a better evaluation of the service transaction in the further course, it is the goal of this book to investigate the effects of positive displayed emotions of a chatbot. For this purpose, six consecutive studies were conducted. The results show that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in the further course, do also lead to a better evaluation of the service experienced. Moreover, it is shown that th | | 出版日期 | Book 2022 | | 關(guān)鍵詞 | Chatbot; Service; Emotional Contagion; management of services; Empathy; Computer-mediated communication | | 版次 | 1 | | doi | https://doi.org/10.1007/978-3-658-40028-6 | | isbn_softcover | 978-3-658-40027-9 | | isbn_ebook | 978-3-658-40028-6 | | copyright | The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Fachmedien Wies |
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