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Designing AI to elicit positive word-of-mouth in service recovery: The role of stress, anthropomorphism, and personal resources

Byron W. Keating, Rory Mulcahy, Aimee Riedel, Amanda Beatson, Kate Letheren. Designing AI to elicit positive word-of-mouth in service recovery: The role of stress, anthropomorphism, and personal resources. Int J. Information Management, 84:102916, 2025. [doi]

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