In the driver's seat of satisfaction: investigating the impact of the digital assistant type on customer satisfaction in the automotive industry's customer service: the moderating role of the service outcome
Sensini, Raffaele (A.A. 2022/2023) In the driver's seat of satisfaction: investigating the impact of the digital assistant type on customer satisfaction in the automotive industry's customer service: the moderating role of the service outcome. Tesi di Laurea in Marketing metrics, Luiss Guido Carli, relatore Michele Costabile, pp. 93. [Master's Degree Thesis]
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Abstract/Index
Relevance of topic. The automotive industry. AI and customer service. Literature review. Research gap and research question. From the concept of offline vis-a-vis customer service to that of online customer service. Negative-positive outcome effect in customer service. Conceptual framework. Methodology and data analysis. Sample and data collection. Procedure. Measurements. Data analysis. Hypotheses test.
References
Bibliografia: pp. 56-61. Sitografia: pp. 62-65.
| 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: | Marketing metrics |
| Thesis Supervisor: | Costabile, Michele |
| Thesis Co-Supervisor: | Villarroel Ordenes, Francisco Javier |
| Academic Year: | 2022/2023 |
| Session: | Autumn |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 03 Jun 2024 12:44 |
| Last Modified: | 03 Jun 2024 12:44 |
| URI: | https://tesi.luiss.it/id/eprint/38694 |
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