the role of empathy in voice-driven AI for service recovery

Girão Carrilho, M., Wagner, R. L., Pinto, D. C., González-Jiménez, H., & Akdim, K. (2025). The feeling skills gap: the role of empathy in voice-driven AI for service recovery. Journal of Business Research, 201, Article 115703. https://doi.org/10.1016/j.jbusres.2025.115703 --- %ABS3% --- This work was supported by FCT - Fundação para a Ciência e Tecnologia, I.P., under the projects UIDB/04152 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS and 2023.03729.BD (DOI: doi: 10.54499/2023.03729.BD).

Publication Details

Journal
Universidade Nova de Lisboa's Repository (Universidade Nova de Lisboa)
Published
2025-09-25
Primary Topic
AI in Service Interactions
Type
article
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article

the role of empathy in voice-driven AI for service recovery

Universidade Nova de Lisboa's Repository (Universidade Nova de Lisboa)
AI in Service Interactions
article

the role of empathy in voice-driven AI for service recovery

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Abstract

Girão Carrilho, M., Wagner, R. L., Pinto, D. C., González-Jiménez, H., & Akdim, K. (2025). The feeling skills gap: the role of empathy in voice-driven AI for service recovery. Journal of Business Research, 201, Article 115703. https://doi.org/10.1016/j.jbusres.2025.115703 --- %ABS3% --- This work was supported by FCT - Fundação para a Ciência e Tecnologia, I.P., under the projects UIDB/04152 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS and 2023.03729.BD (DOI: doi: 10.54499/2023.03729.BD).

Universidade Nova de Lisboa's Repository (Universidade Nova de Lisboa)
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AI in Service Interactions
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the role of empathy in voice-driven AI for service recovery · Universidade Nova de Lisboa's Repository (Universidade Nova de Lisboa) (2025) | TGRS Research Map | TGRS