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Why Are Customers Averse to Service Chatbots?

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Title: Why Are Customers Averse to Service Chatbots?
Authors: Kagan, Evgeny1 (AUTHOR) ekagan@jhu.edu, Dada, Maqbool1 (AUTHOR) dada@jhu.edu, Hathaway, Brett2 (AUTHOR) brett_hathaway@byu.edu
Source: Manufacturing & Service Operations Management (M&SOM) (INFORMS). May2026, p1. 21p.
Database: Business Source Ultimate
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      – Type: doi
        Value: 10.1287/msom.2024.1141
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      – Code: eng
        Text: English
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        PageCount: 21
        StartPage: 1
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      – TitleFull: Why Are Customers Averse to Service Chatbots?
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            NameFull: Kagan, Evgeny
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            NameFull: Dada, Maqbool
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            NameFull: Hathaway, Brett
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              Text: May2026
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              Y: 2026
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