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Reactive Oversight vs. Informed Reliance: The Impact of Human-AI Collaboration Modality on E-commerce Customer Service Quality

Jing Lin, Zhenming Lan, Xin Fu. Reactive Oversight vs. Informed Reliance: The Impact of Human-AI Collaboration Modality on E-commerce Customer Service Quality. In Tom Stafford 0001, Rhonda A. Syler, Bernard C. Y. Tan, Manju K. Ahuja, Carol Hsu 0001, Edgar A. Whitley, editors, Proceedings of the 46th International Conference on Information Systems, ICIS 2025, Achieving Digital Integration in the Age of AI, Nashville, TN, USA, December 14-17, 2025. Association for Information Systems, 2025. [doi]

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