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

Alexander P. Henkel; Stefano Bromuri; Deniz Iren; Visara Urovi

doi:10.1108/JOSM-05-2019-0160

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 journal › Article › Academic › peer-review

10 Citations (Web of Science)

Original language	English
Pages (from-to)	247-265
Number of pages	19
Journal	Journal of Service Management
Volume	31
Issue number	2
DOIs	https://doi.org/10.1108/JOSM-05-2019-0160
Publication status	Published - 9 Mar 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

Access to Document

10.1108/JOSM-05-2019-0160Licence: CC BY

Cite this

@article{edb82e4fa4d0492ea37aab1aa50887f2,

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

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",

author = "Henkel, {Alexander P.} and Stefano Bromuri and Deniz Iren and Visara Urovi",

year = "2020",

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AU - Henkel, Alexander P.

AU - Bromuri, Stefano

AU - Iren, Deniz

AU - Urovi, Visara

PY - 2020/3/9

Y1 - 2020/3/9

KW - Artificial intelligence

KW - Customer service interactions

KW - Interpersonal emotion regulation goal attainment

KW - Affective well-being

KW - Augmented service employees

KW - Voice emotion recognition

KW - CUSTOMER INCIVILITY

KW - TECHNOLOGY

KW - WORK

KW - ENCOUNTERS

KW - INFORMATION

KW - AGGRESSION

KW - CONTAGION

KW - CYCLES

KW - FUTURE

KW - ROLES

U2 - 10.1108/JOSM-05-2019-0160

DO - 10.1108/JOSM-05-2019-0160

M3 - Article

VL - 31

SP - 247

EP - 265

JO - Journal of Service Management

JF - Journal of Service Management

SN - 1757-5818

IS - 2

ER -