{"id":"https://openalex.org/W4396852295","doi":"https://doi.org/10.1016/j.ijhm.2024.103782","title":"Enhancing service recovery satisfaction with chatbots: The role of humor and informal language","display_name":"Enhancing service recovery satisfaction with chatbots: The role of humor and informal language","publication_year":2024,"publication_date":"2024-05-13","ids":{"openalex":"https://openalex.org/W4396852295","doi":"https://doi.org/10.1016/j.ijhm.2024.103782"},"language":"en","primary_location":{"id":"doi:10.1016/j.ijhm.2024.103782","doi":"https://doi.org/10.1016/j.ijhm.2024.103782","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2024.103782","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5013197532","display_name":"Ghazal Shams","orcid":"https://orcid.org/0000-0002-1612-9170","observed_orcids":["https://orcid.org/0000-0002-1612-9170"]},"institutions":[{"id":"https://openalex.org/I155781252","display_name":"University of South Carolina","ror":"https://ror.org/02b6qw903","country_code":"US","type":"education","lineage":["https://openalex.org/I155781252"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ghazal Shams","raw_affiliation_strings":["College of Hospitality, Retail and Sport Management, University of South Carolina,\u00a01705 College Street, Columbia,\u00a0SC 29208,\u00a0USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Hospitality, Retail and Sport Management, University of South Carolina,\u00a01705 College Street, Columbia,\u00a0SC 29208,\u00a0USA","institution_ids":["https://openalex.org/I155781252"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061194243","display_name":"Kawon Kathy Kim","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I155781252","display_name":"University of South Carolina","ror":"https://ror.org/02b6qw903","country_code":"US","type":"education","lineage":["https://openalex.org/I155781252"]},{"id":"https://openalex.org/I51226738","display_name":"Dong-A University","ror":"https://ror.org/03qvtpc38","country_code":"KR","type":"education","lineage":["https://openalex.org/I51226738"]}],"countries":["KR","US"],"is_corresponding":true,"raw_author_name":"Kawon Kathy Kim","raw_affiliation_strings":["College of Business Administration, Dong-A University,\u00a0225 Gudeok-ro, Seo-gu, Busan,\u00a0South Korea","College of Hospitality, Retail and Sport Management, University of South Carolina,\u00a01705 College Street, Columbia,\u00a0SC 29208,\u00a0USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Administration, Dong-A University,\u00a0225 Gudeok-ro, Seo-gu, Busan,\u00a0South Korea","institution_ids":["https://openalex.org/I51226738"]},{"raw_affiliation_string":"College of Hospitality, Retail and Sport Management, University of South Carolina,\u00a01705 College Street, Columbia,\u00a0SC 29208,\u00a0USA","institution_ids":["https://openalex.org/I155781252"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012461644","display_name":"Ka-Eun Kim","orcid":"https://orcid.org/0000-0003-4849-5869","observed_orcids":["https://orcid.org/0000-0003-4849-5869"]},"institutions":[{"id":"https://openalex.org/I51226738","display_name":"Dong-A University","ror":"https://ror.org/03qvtpc38","country_code":"KR","type":"education","lineage":["https://openalex.org/I51226738"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Kaeun Kim","raw_affiliation_strings":["College of Business Administration, Dong-A University,\u00a0225 Gudeok-ro, Seo-gu, Busan,\u00a0South Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Administration, Dong-A University,\u00a0225 Gudeok-ro, Seo-gu, Busan,\u00a0South Korea","institution_ids":["https://openalex.org/I51226738"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5012461644","https://openalex.org/A5061194243"],"corresponding_institution_ids":["https://openalex.org/I155781252","https://openalex.org/I51226738"],"apc_list":{"value":3980,"currency":"USD","value_usd":3980},"apc_paid":null,"fwci":14.6038,"has_fulltext":false,"cited_by_count":59,"citation_normalized_percentile":{"value":0.99051894,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"120","issue":null,"first_page":"103782","last_page":"103782"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8817999958992004,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.8817999958992004,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.11739999800920486,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbots","display_name":"chatbots","score":0.8069999814033508},{"id":"https://openalex.org/keywords/humor","display_name":"humor","score":0.9049999713897705},{"id":"https://openalex.org/keywords/colloquial-speech","display_name":"colloquial language","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.8730000257492065},{"id":"https://openalex.org/keywords/brand-equity","display_name":"brand equity","score":0.9810000061988831},{"id":"https://openalex.org/keywords/failure-severity","display_name":"failure severity","score":0.8080000281333923},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7820000052452087},{"id":"https://openalex.org/keywords/text-based-chatbots","display_name":"text-based chatbots","score":0.6899999976158142},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.38600000739097595}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.7592189311981201},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5828938484191895},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.49103522300720215},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4595583379268646},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.453584223985672},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3430216610431671},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3129887580871582},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.28192660212516785}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.ijhm.2024.103782","doi":"https://doi.org/10.1016/j.ijhm.2024.103782","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ijhm.2024.103782","pdf_url":null,"source":{"id":"https://openalex.org/S148599315","display_name":"International Journal of Hospitality Management","issn_l":"0278-4319","issn":["0278-4319","1873-4693"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Hospitality Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321210","display_name":"Dong-A University","ror":"https://ror.org/03qvtpc38"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":71,"referenced_works":["https://openalex.org/W1849190772","https://openalex.org/W1970718009","https://openalex.org/W1973817125","https://openalex.org/W1985326159","https://openalex.org/W1988487435","https://openalex.org/W1989778904","https://openalex.org/W2032633302","https://openalex.org/W2034750308","https://openalex.org/W2078350191","https://openalex.org/W2078492393","https://openalex.org/W2082563689","https://openalex.org/W2091911685","https://openalex.org/W2098225165","https://openalex.org/W2114049839","https://openalex.org/W2146221374","https://openalex.org/W2152578972","https://openalex.org/W2156897926","https://openalex.org/W2167621727","https://openalex.org/W2255862874","https://openalex.org/W2258472374","https://openalex.org/W2266639535","https://openalex.org/W2300326668","https://openalex.org/W2316972015","https://openalex.org/W2322233365","https://openalex.org/W2527704940","https://openalex.org/W2532429321","https://openalex.org/W2544876408","https://openalex.org/W2558055109","https://openalex.org/W2584114422","https://openalex.org/W2587269996","https://openalex.org/W2591184513","https://openalex.org/W2612838743","https://openalex.org/W2615071039","https://openalex.org/W2618925245","https://openalex.org/W2794124239","https://openalex.org/W2794221642","https://openalex.org/W2795037203","https://openalex.org/W2889059268","https://openalex.org/W2889310216","https://openalex.org/W2891577711","https://openalex.org/W2898598054","https://openalex.org/W2902522086","https://openalex.org/W2913916101","https://openalex.org/W2914188784","https://openalex.org/W2914456431","https://openalex.org/W2939803556","https://openalex.org/W2964543620","https://openalex.org/W3036187971","https://openalex.org/W3084863074","https://openalex.org/W3088710229","https://openalex.org/W3108447536","https://openalex.org/W3111208172","https://openalex.org/W3112486024","https://openalex.org/W3128566440","https://openalex.org/W3139433464","https://openalex.org/W3154110831","https://openalex.org/W3158750025","https://openalex.org/W3165532012","https://openalex.org/W3194305391","https://openalex.org/W4225781431","https://openalex.org/W4236641796","https://openalex.org/W4255087987","https://openalex.org/W4281622112","https://openalex.org/W4283756508","https://openalex.org/W4295838523","https://openalex.org/W4301357669","https://openalex.org/W4303649269","https://openalex.org/W4367668216","https://openalex.org/W6636523102","https://openalex.org/W6922664411","https://openalex.org/W7028438620"],"related_works":["https://openalex.org/W4405204357","https://openalex.org/W2981742207","https://openalex.org/W4364367567","https://openalex.org/W4394015683","https://openalex.org/W7106800820","https://openalex.org/W4403214059","https://openalex.org/W7117448201","https://openalex.org/W7207815410","https://openalex.org/W4387761391","https://openalex.org/W6907625075"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":27},{"year":2025,"cited_by_count":26},{"year":2024,"cited_by_count":6}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2024-05-14T00:00:00"}
