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Chatbot identity disclosure negatively affects customer purchases because customers perceive the disclosed bot as less knowledgeable and less empathetic.
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Xueming Luo
Siliang Tong
Zheng Fang
Marketing Science
Fudan University
Temple University
Sichuan University
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Luo et al. (Fri,) studied this question.
www.synapsesocial.com/papers/69d955a87fca1f84ab684bb1 — DOI: https://doi.org/10.1287/mksc.2019.1192