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The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective

Customer SatisfactionChatbotBehavioral Decision MakingConsumer ResearchExpectation PerspectiveCommunicationOnline Customer BehaviorChatbot Service FailsManagementConversation AnalysisUser PerceptionAnthropomorphic DesignHuman Agent InteractionUser ExperienceMarketingInterpersonal CommunicationInteractive MarketingService InteractionHuman-computer InteractionArts