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Diving into the technology: a systematic literature review on strategic use of chatbots in hospitality service encounters

Conversational User InterfaceSystematic Literature ReviewEngineeringChatbotInterpersonal CommunicationHuman Agent InteractionArtsUser ExperienceStrategic UseHuman-computer InteractionConversation AnalysisHospitality Service EncountersCommunicationInteraction ManagementTechnologyVirtual Agent