Half human, half machine - augmenting service employees with AI for interpersonal emotion regulation

Alexander P. Henkel*, Stefano Bromuri, Deniz Iren, Visara Urovi

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

Original languageEnglish
Number of pages19
JournalJournal of Service Management
DOIs
Publication statusPublished - 9 Jun 2020

Keywords

  • Artificial intelligence
  • Customer service interactions
  • Interpersonal emotion regulation goal attainment
  • Affective well-being
  • Augmented service employees
  • Voice emotion recognition
  • CUSTOMER INCIVILITY
  • TECHNOLOGY
  • WORK
  • ENCOUNTERS
  • INFORMATION
  • AGGRESSION
  • CONTAGION
  • CYCLES
  • FUTURE
  • ROLES

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