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Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction by Cheng Zhou; Qian Chang is a Business, Management and Accounting article available to read on EtoBox.

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The rapid development of artificial intelligence technology has enabled chatbots to perform human-like service work. Chatbots commonly fail in service due to their limitations. However, previous research has simply focused on the difference between self-recovery and human recovery, and the details of self-recovery have largely been overlooked. This study attempts to classify chatbots' self-recovery strategies and elucidate their relative impact on consumer satisfaction. Drawing on social support theory, this study proposes two types of self-recovery strategies, informational self-recovery and emotional self-recovery. Meanwhile, this study further details consumer satisfaction from quality and attitude. The results of three scenario-based experiments reveal that informational self-recovery has a more substantial effect on consumer quality satisfaction than emotional selfrecovery, while emotional self-recovery has a greater effect on consumer attitude satisfaction than informational self-recovery. Further, the anthropomorphic level of chatbots' self-recovery also positively moderates the relative relationship. The underlying mechanisms suggest that perceived competence partially medi

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Author

Cheng Zhou; Qian Chang

Publisher

Elsevier BV

Published

2024

Language

EN

Field

Business, Management and Accounting (Social Sciences)