Journal Article

Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery

Asia Pacific Journal of Marketing and Logistics (2025) 37(11) 3183-3205
DOI: 10.1108/APJML-09-2024-1335
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Chen, Y., & Mao, Y. (2025). Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery. Asia Pacific Journal of Marketing and Logistics, 37(11), 3183–3205. https://doi.org/10.1108/APJML-09-2024-1335

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