Sharma, Shavneet and Singh, Gurmeet (2023) Canine VS Feline: exploring pet exposure through pet ownership and animal Chatbots Avatars in service recovery. [Conference Proceedings]
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Abstract
This paper investigates the role of pet-human interactions and pet chatbot avatars, particularly focusing on dogs and cats, in the context of service recovery, demonstrating that dog
owners and those exposed to dog avatars show higher levels of forgiveness during service recovery, mediated by customer engagement.
| Item Type: | Conference Proceedings |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | School of Business and Management (SBM) |
| Depositing User: | Shavneet Sharma |
| Date Deposited: | 12 Jan 2024 00:12 |
| Last Modified: | 12 Jan 2024 00:12 |
| URI: | https://repository.usp.ac.fj/id/eprint/14362 |
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