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Cited by
All
Since 2019
Citations
79
79
h-index
2
2
i10-index
1
1
0
60
30
2022
2023
2024
2
19
55
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Elizabeth Han
Assistant Professor of Information Systems,
McGill University
Verified email at mcgill.ca
Articles
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Cited by
Year
Bots with feelings: Should AI agents express positive emotion in customer service?
E Han, D Yin, H Zhang
Information Systems Research 34 (3), 1296-1311
, 2023
68
2023
Interruptions during a service encounter: Dealing with imperfect chatbots
E Han, D Yin, H Zhang
7
2021
Chatbot Empathy in Customer Service: When It Works and When It Backfires
E Han, D Yin, H Zhang
2
2022
Implementing Choices in Chatbot-initiated Service Interactions: Helpful or Harmful?
E Han, DD Yin, H Zhang
2
2022
When and How to Implement Choices on Customer Service Chatbots
E Han, D Yin, H Zhang
2024
The Promise and the Peril of Equipping Service Chatbots with Emotions and Choices
E Han
Georgia Institute of Technology
, 2022
2022
Engagement in Interactive Social Media Campaigns: Joint Effects of Social Cause and Monetary Reward
E Han, S Bond, H Zhang
ACR North American Advances
, 2021
2021
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