Stephan Diederich, Max Janssen-Müller, Alfred Benedikt Brendel, Stefan Morana. Emulating Empathetic Behavior in Online Service Encounters with Sentiment-Adaptive Responses: Insights from an Experiment with a Conversational Agent. In Helmut Krcmar, Jane Fedorowicz, Wai Fong Boh, Jan Marco Leimeister, Sunil Wattal, editors, Proceedings of the 40th International Conference on Information Systems, ICIS 2019, Munich, Germany, December 15-18, 2019. Association for Information Systems, 2019. [doi]
Abstract is missing.