Man vs. machine: do humans still return higher satisfaction ratings than chatbots in customer service?
Baltrukonis, Vilius (A.A. 2022/2023) Man vs. machine: do humans still return higher satisfaction ratings than chatbots in customer service? Tesi di Laurea in Performance marketing, Luiss Guido Carli, relatore Francisco Javier Villarroel Ordenes, pp. 36. [Master's Degree Thesis]
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Abstract/Index
Literature review. Chatbots. Relations between humans and bots. Competence. Service recovery. Attitudinal loyalty: NPS. Methodology. Data. Measurement and development of competence. Modelling. Comparing human-only data with the handover data. Control variables. Results. Descriptive statistics and variance inflation factor test. Logistic regression analysis. Independent groups t-test. General discussion. Managerial implications.
References
Bibliografia: pp. 22-25.
| Thesis Type: | Master's Degree Thesis |
|---|---|
| Institution: | Luiss Guido Carli |
| Degree Program: | Master's Degree Programs > Master's Degree Program in Marketing (LM-77) |
| Chair: | Performance marketing |
| Thesis Supervisor: | Villarroel Ordenes, Francisco Javier |
| Thesis Co-Supervisor: | Farace, Stefania |
| Academic Year: | 2022/2023 |
| Session: | Summer |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 12 Dec 2023 17:18 |
| Last Modified: | 12 Dec 2023 17:18 |
| URI: | https://tesi.luiss.it/id/eprint/37319 |
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