Chatbots and service failure: When does it lead to customer aggression
Artificial intelligence technology is changing the way services are delivered and introducing
opportunities for new sources of service failure. The purpose of this paper is to examine how …
opportunities for new sources of service failure. The purpose of this paper is to examine how …
Service failure and service recovery: A hybrid review and research agenda
TM Sahaf, AI Fazili - International Journal of Consumer Studies, 2024 - Wiley Online Library
It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …
field of service marketing, specifically with a focus on perceived justice. Over the past three …
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and …
Purpose The purpose of this study is to examine the mediating effect of psychological well-
being between organizational dehumanization and two outcome variables: service recovery …
being between organizational dehumanization and two outcome variables: service recovery …
The effects of chatbot service recovery with emotion words on customer satisfaction, repurchase intention, and positive word-of-mouth
J Yun, J Park - Frontiers in psychology, 2022 - frontiersin.org
This study sought to examine the effect of the quality of chatbot services on customer
satisfaction, repurchase intention, and positive word-of-mouth by comparing two groups …
satisfaction, repurchase intention, and positive word-of-mouth by comparing two groups …
Examining the relationship between customer bonding, customer participation, and customer satisfaction
This study empirically analyzes the relationship between customer bonding, customer
participation, and customer satisfaction. It uses data from 804 VIP customers of South …
participation, and customer satisfaction. It uses data from 804 VIP customers of South …
Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
This empirical study uses signaling theory to develop a model to investigate the
interrelationships between complaint handling, perceived Justice, customer forgiveness …
interrelationships between complaint handling, perceived Justice, customer forgiveness …
Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis
G Shams, R Rather, M Abdur Rehman… - International Journal of …, 2021 - emerald.com
Purpose In recent studies, tourism scholars focussed more on service failure and recovery.
Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with …
Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with …
Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
M Song, J Du, X Xing, J Mou - Electronic Commerce Research and …, 2022 - Elsevier
The application of artificial intelligence is considered essential to adapt to a new cycle of
industrial transformation and technological advancements in many fields and industries. The …
industrial transformation and technological advancements in many fields and industries. The …
The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective
Z Lu, Q Min, L Jiang, Q Chen - International Journal of Information …, 2024 - Elsevier
An increasing number of enterprises are deploying chatbots to enhance service efficiency
and reduce customer service costs. However, many customers prefer to switch to a human …
and reduce customer service costs. However, many customers prefer to switch to a human …
Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions
T Zhang, C Feng, H Chen, J Xian - Electronic Markets, 2022 - Springer
Although intelligent chatbot has been widely used in online customer service settings in
modern E-business, scholars still have little understanding of the chatbot strategies …
modern E-business, scholars still have little understanding of the chatbot strategies …