Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Salvietti, Giada and Howell, Kerry (2025) Chatbots, Service Failure Recovery, and Online Customer Experience Through Lenses of Frustration–Aggression Theory and Signaling Theory. Journal of Services Marketing. ISSN 2054-1651

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Salvietti, Giada and Howell, Kerry (2024) Exploring the relationship between chatbots, service failure recovery and customer loyalty: a frustration–aggression perspective. Psychology and Marketing. ISSN 1520-6793