Blar i Det humanistiske fakultet (HF) på tidsskrift "Discourse Studies"
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Can humans simulate talking like other humans? Comparing simulated clients to real customers in service inquiries (Peer reviewed; Journal article, 2020)How authentic are inquiry calls made by simulated clients, or ‘mystery shoppers’, to service organizations, when compared to real callers? We analysed 48 simulated and 63 real inquiry calls to different veterinary practices ...