Meng­meng Song

Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention

Meng­meng Song, Xinyu Xing, Yucong Duan et al. · Journal of Retailing and Consumer Services · 2022 · 323 citations

Business, Management Information Systems, Marketing +16

Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory

Meng­meng Song, Huixian Zhang, Xinyu Xing et al. · Journal of Retailing and Consumer Services · 2023 · 118 citations

Language Studies, Linguistics, Social Psychology +16

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots

Xinyu Xing, Meng­meng Song, Yucong Duan et al. · Technology in Society · 2022 · 110 citations

Business, Marketing, Psychology +15

Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

Meng­meng Song, Jingzhe Du, Xinyu Xing et al. · Electronic Commerce Research and Applications · 2022 · 72 citations

Business, Marketing, Psychology +16

How about non-human tour guides? The influence of AI tour guides’ dress and conversation style on the intention of consumers to continue using them

Yuchen Wang, Meng­meng Song, Rui Guo et al. · Journal of Travel & Tourism Marketing · 2023 · 52 citations

Business, Marketing, Social Psychology +15