@conference{aufsatz86807,
    affiliation = {Wirtschaftsinformatik, insb. Intelligente Systeme und Dienste},
    title = {Emulating Empathetic Behavior in Online Service Encounters with Sentiment-Adaptive Responses: Insights from an Experiment with a Conversational Agent},
    journal = {Proceedings of International Conference on Information Systems (ICIS)},
    keywords = {Emulating Empathetic Behavior},
    location = {München},
    year = {2019},
    peerreview = {Ja},
    openaccess = {Nein},
    author = {Diederich, S. and Janßen-Müller, M. and Brendel, A. B. and Morana, S.}
}