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"Virtual Customer Service Agents: Using Social Presence and Personalization ..."
Tibert Verhagen et al. (2014)
- Tibert Verhagen
, Jaap van Nes, Frans Feldberg
, Willemijn van Dolen
:
Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters. J. Comput. Mediat. Commun. 19(3): 529-545 (2014)
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