@inproceedings{RossmannZimmermannHertweck2020, author = {Alexander Rossmann and Alfred Zimmermann and Dieter Hertweck}, title = {The impact of chatbots on customer service performance}, booktitle = {Advances in the human side of service engineering : Proceedings of the AHFE 2020 Virtual Conference on The Human Side of Service Engineering, July 16-20, 2020, USA}, editor = {Jim Spohrer and Christine Leitner}, pages = {237 -- 243}, doi = {10.1007/978-3-030-51057-2\_33}, year = {2020}, }