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Improving customer feedback management with GenAI: An action design research study

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Author
Dzmitry Katsiuba
Gerhard Schwabe
Mateusz Dolata
Kevin Crowston
Year of Conference
2026
Conference Name
Hawai’i International Conference on System Science (HICSS)
Date Published
01/2026
Conference Location
Lahaina, HI
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This work was partially supported by a grant from the US National Science Foundation Socio-computational Systems (SOCS) program, Grant 11–11107. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation.

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