The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective

Please use this identifier to cite or link to this item: http://bura.brunel.ac.uk/handle/2438/21143

Title:	The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective
Other Titles:	基于人工智能服务交互的阴暗面: 从客户的角度探索共毁的过程
Authors:	Castillo, D Canhoto, AI Said, E
Keywords:	value co-destruction;customer resource loss;artificial intelligence;automated service interactions;chatbots;service robots;value co-creation
Issue Date:	30-Jun-2020
Publisher:	Taylor & Francis
Citation:	Castillo, D., Canhoto, A.I. and Said, E. (2020) 'The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective ', The Service Industries Journal, 41 (13-14), pp. 900 - 925. doi: 10.1080/02642069.2020.1787993.
Description:	This is an Accepted Manuscript of an article published by Taylor & Francis in The Service Industries Journal on 30 Jun 2020, available online: https://doi.org/10.1080/02642069.2020.1787993.
URI:	https://bura.brunel.ac.uk/handle/2438/21143
DOI:	https://doi.org/10.1080/02642069.2020.1787993
ISSN:	0264-2069
Appears in Collections:	Brunel Business School Research Papers

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