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Chatbot Recovery: Warmth vs. Competence by eason0675 is a document available to read on EtoBox.
This study investigates the role of anthropomorphism in online service recovery, focusing on how perceived warmth and competence influence trust after service failures. It finds that anthropomorphism enhances these perceptions, which directly contribute to trust recovery, while internal attribution does not significantly impact this process. Additionally, consumer investment, viewed through the lens of mental accounting, strengthens perceptions of warmth and competence, highlighting the context-dependent na
- Author
- eason0675
- Language
- EN