ChatGPT and online service recovery: How potential customers react to managerial responses of negative reviews

Tan, Karen Pei-Sze; Liu, Yi Vanessa; Litvin, Stephen Wayne

doi:10.1016/j.tourman.2024.105057

Tourism Management

2025

DOI: 10.1016/j.tourman.2024.105057

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ChatGPT and online service recovery: How potential customers react to managerial responses of negative reviews

Karen Pei-Sze Tan,

Yi Vanessa Liu,

Stephen Wayne Litvin

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ChatGPT and online service recovery: How potential customers react to managerial responses of negative reviews

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References 65 publications

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