More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents

• Ulrich Gnewuch

  Corresponding Author

  Ulrich Gnewuch

  [email protected]

  https://orcid.org/0000-0003-1423-1777

  Karlsruhe Institute of Technology, 76133 Karlsruhe, Germany;

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  ,
• Stefan Morana

  Stefan Morana

  [email protected]

  https://orcid.org/0000-0002-2266-1286

  Saarland University, 66123 Saarbrücken, Germany;

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  ,
• Oliver Hinz

  Oliver Hinz

  [email protected]

  https://orcid.org/0000-0003-4757-0599

  Goethe University Frankfurt, 60323 Frankfurt am Main, Germany;

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  ,
• Ralf Kellner

  Ralf Kellner

  [email protected]

  University of Passau, 94032 Passau, Germany

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  ,
• Alexander Maedche

  Alexander Maedche

  [email protected]

  https://orcid.org/0000-0001-6546-4816

  Karlsruhe Institute of Technology, 76133 Karlsruhe, Germany;

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