Houston, we have a problem
The use of ChatGPT in responding to customer complaints
Bibliographic Data
| ID | 11240279 |
|---|---|
| Authors | Erdogan Koc (0000-0003-3183-2574, Bahçeşehir University, corresponding author), Sercan Hatipoglu (0000-0002-2029-8110, Bandırma Onyedi Eylül University), Oguzhan Kivrak (0000-0001-5541-6749, Bandırma Onyedi Eylül University), Cemal Celik (0000-0002-4027-3789, Bandırma Onyedi Eylül University), Kaan Koc (Bogaziçi University) |
| Year | 2023 |
| Volume | 74 |
| Pages | 102333 |
| Publication date | 2023-08-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Technology in Society (JOURNAL) |
| Journal identifiers | ISSN: 0160-791X • E-ISSN: 1879-3274 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.techsoc.2023.102333 |
| OpenAlex | W4385237904 |
| Language | EN |
| Citations received | 21 |
| References cited | 95 |
Accommodation · Business · Customer Relationship Management · Customer retention · Customer satisfaction · Customer service · Process management · Quality (philosophy · Service (business · Service quality · Service Recovery · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Psychology · Marketing
Translating without blushing
Synthetic case studies in management education
Predicting the interrelationships among Chat GPT, tourist’s satisfaction and usage intention
GPT’s emotion venting and punishment
Exploring the Intersection of Generative AI and eWOM
The evolution of customer defection intentions in the online travel agency industry
Human vs. AI
Blending minds and machines in service operations
What future for AI chatbots in banking
“Positive” or “Threatened”? The impact of the features in generative artificial intelligence on continued behavior
Determining the Effectiveness of Using Chatgpt-4 in Organising Excursions
I think I misspoke earlier. My bad!’
ChatGPT and online service recovery
Generative artificial intelligence in tourism management
Empathy order effects on shaping GenAI online complaint management in tourism
ChatGPT usage intention for tourism and hospitality customers
Assessing the usage of ChatGPT on life satisfaction among higher education students
Technology shock of ChatGPT, social attention and firm value
Use of ChatGPT in academia
Voices in the digital storm
The use of ChatGPT in service recovery
Customer Evaluations of Service Complaint Experiences
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
ChatGPT
The Service Encounter
ChatGPT for tourism
Chatting about ChatGPT
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
Testing the relationship between value co-creation, perceived justice and guests’ enjoyment
Illusion of control in service failure situations
ChatGPT
Examining destinations’ personality and brand equity through the lens of expats
Beyond complainers
Responding to negative online reviews
Job satisfaction and employee turnover determinants in high contact services
Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth
Employee turnover dynamics in the hospitality industry vs. the overall economy
Creative encounters of a posthuman kind – anthropocentric law, artificial intelligence, and art
Exploring post-adoption behaviors of e-service users
Managing innovation in the era of AI
An empirical examination of benefits, challenges, and critical success factors of industry 4.0 in manufacturing and service sector
Attitudes of hotel customers towards the use of service robots in hospitality service encounters
The blended future of automation and AI
Customer satisfaction with bank services
The role of technology adoption in sustainable development
Are you a tech-savvy person? Exploring factors influencing customers using self-service technology
Intercultural competence in tourism and hospitality
| Unique citing works | 21 |
|---|---|
| Citations per year | 7 |
| Citation span | 2023 - 2026 (4) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 20 |