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Authors
Barone, Chiara https://orcid.org/0009-0003-8029-6509
Paleologo, Michele
Moretti, Giovanni
Sesini, Giulia
Cesti, Benedetta
Attisani, Virginia
Losi, Rebecca
De Vita, Stefano
Passarotti, Marco
Graffigna, Guendalina
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Funding
Funding for this research was provided by:
Università Cattolica del Sacro Cuore
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Article History
Received: 29 January 2026
Accepted: 2 April 2026
First Online: 29 April 2026
Declarations
: The study was conducted in accordance with the ethical standards of the Declaration of Helsinki and with applicable national and institutional guidelines on research involving human participants and data protection.
: The study protocol was reviewed and approved by the internal Ethics Committee of Sisal S.p.A., in accordance with applicable ethical standards and data protection regulations.
: Informed consent was obtained from all participants for the completion of the questionnaire. Regarding the textual analysis of customer–operator chat interactions, no additional informed consent was collected, as this would have altered the naturalistic nature of the interactions and compromised the validity of the study. Textual data were anonymized prior to analysis and processed in aggregated form, in compliance with ethical approval and data protection regulations.
: The authors declare no conflict of interest.
