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The hard-working virtual agent in the service encounter boo..:

Söderlund, Magnus ; Oikarinen, Eeva-Liisa ; Tan, Teck Ming
The International Review of Retail, Distribution and Consumer Research.  32 (2022)  4 - p. 388-404 , 2022
Link: https://doi.org/10.1080/09593969.2022.2042715