Go to main navigation Navigation menu Skip navigation Home page Search

New article! The happy virtual agent and its impact on the human customer in the service encounter

The article is written by Magnus Söderlund, Eeva-Liisa Oikarinen, Teck MingTan

The article The happy virtual agent and its impact on the human customer in the service encounter deals with virtual agents that display happiness in service encounters. Such agents cannot really be happy (?), because they lack emotionality (some researchers may not agree to this), but they can be programmed to behave as if they are happy. And it turns out that we humans are sensitive to such signals. Anyway, as a by-product, and if you want to be perceived as a happy person (e.g., when you send emails), this study will show you what you should do with your text-based messages.

Link to article: https://www.sciencedirect.com/science/article/pii/S0969698920314090?via%3Dihub

Learn more about The Center for Consumer Marketing

SIR

This website uses cookies. By using this website you are agreeing to our use of cookies and to the terms and conditions listed in our data protection policy. Read more