The value of humanization in customer service

As algorithm-based agents become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans or algorithms, and managers are left to question the value of human agents once the technology matures. The current paper studies this question...

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Bibliographic Details
Main Authors: GAO, Yang, RUI, Huaxia, SUN, Shujing
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2021
Subjects:
Online Access:https://ink.library.smu.edu.sg/sis_research/6253
https://ink.library.smu.edu.sg/context/sis_research/article/7256/viewcontent/0541.pdf
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Institution: Singapore Management University
Language: English

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