Paula Dootson

Chatbots and service failure: When does it lead to customer aggression

Yu‐Shan Huang, Paula Dootson · Journal of Retailing and Consumer Services · 2022 · 130 citations

Conversational User Interface, Customer Satisfaction, Service Failure +15

Visual Mis/disinformation in Journalism and Public Communications: Current Verification Practices, Challenges, and Future Opportunities

T.J. Thomson, Daniel Angus, Paula Dootson et al. · Journalism Practice · 2020 · 98 citations · Full text

Fake News, Citizen Journalism, Image Verification Technologies +17

Financial institutions using social media – do consumers perceive value?

Paula Dootson, Amanda Beatson, Judy Drennan · International Journal of Bank Marketing · 2016 · 96 citations

Innovation Adoption, Digital Marketing, Social Media Adoption +22

Where do consumers draw the line? Factors informing perceptions and justifications of deviant consumer behaviour

Paula Dootson, Kim A. Johnston, Amanda Beatson et al. · Journal of Marketing Management · 2016 · 48 citations

Customer Satisfaction, Behavioral Decision Making, Consumer Motivation +22

Reducing deviant consumer behaviour with service robot guardians

Paula Dootson, Dominique A. Greer, Kate Letheren et al. · Journal of Services Marketing · 2022 · 34 citations · Full text

Service Robot Guardians, Behavioral Decision Making, Social Psychology +21