Sidaoui, K., Jaakkola, M., & Burton, J. (2020). AI feel you: customer experience assessment via chatbot interviews. Journal of Service Management. https://doi.org/10.1108/JOSM-11-2019-0341
Capatina, A., Kachour, M., Lichy, J., Micu, A., Micu, A. E., & Codignola, F. (2020). Matching the future capabilities of an artificial intelligence-based software for social media marketing with potential users’ expectations. Technological Forecasting and Social Change, 151, Article June 2019. https://doi.org/10.1016/j.techfore.2019.119794