Estimating the Impact of “Humanizing” Customer Service Chatbots

Scott Schanke
Corresponding Author
Scott Schanke
[email protected]
https://orcid.org/0000-0001-8255-7651
Lubar School of Business, University of Wisconsin-Milwaukee, Milwaukee, Wisconsin 53202;
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,
Gordon Burtch
Gordon Burtch
[email protected]
https://orcid.org/0000-0001-9798-1113
Questrom School of Business, Boston University, Boston, Massachusetts 02215;
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,
Gautam Ray
Gautam Ray
[email protected]
Carlson School of Management, University of Minnesota, Minneapolis, Minnesota 55455
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Corresponding Author

Scott Schanke

[email protected]

https://orcid.org/0000-0001-8255-7651

Lubar School of Business, University of Wisconsin-Milwaukee, Milwaukee, Wisconsin 53202;

Search for more papers by this author

,

Gordon Burtch

[email protected]

https://orcid.org/0000-0001-9798-1113

Questrom School of Business, Boston University, Boston, Massachusetts 02215;

Search for more papers by this author

,

Gautam Ray

[email protected]

Carlson School of Management, University of Minnesota, Minneapolis, Minnesota 55455

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Published Online:24 May 2021https://doi.org/10.1287/isre.2021.1015

Supplemental Material

isre.2021.1015.sm1.pdf

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cover image Information Systems Research

Volume 32, Issue 3

September 2021

Pages iii-viii, 675-1097, C2

Article Information

Supplemental Material

Metrics

Information

Received:January 15, 2019
Accepted:December 03, 2020
Published Online:May 24, 2021

Copyright © 2021, INFORMS

Cite as

Scott Schanke, Gordon Burtch, Gautam Ray (2021) Estimating the Impact of “Humanizing” Customer Service Chatbots. Information Systems Research 32(3):736-751.

https://doi.org/10.1287/isre.2021.1015

Keywords