Margaret H. Szymanski, Robert J. Moore. Adapting to Customer Initiative: Insights from Human Service Encounters. In Robert J. Moore, Margaret H. Szymanski, Raphael Arar, Guang-Jie Ren, editors, Studies in Conversational UX Design. Human-Computer Interaction Series, pages 19-32, Springer, 2018. [doi]
Abstract is missing.