“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2020-1244/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest

Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots…