Chatbots’ effectiveness in service recovery

Agnihotri, Arpita; Bhattacharya, Saurabh

doi:10.1016/j.ijinfomgt.2023.102679

Cited by 22 publications

(1 citation statement)

References 141 publications

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“…On the other hand, as an emotional recovery strategy, brand avatar can improve consumers' empathy and induce consumers to forgive (Wei et al, 2020). As an additional function, brand avatar can enhance the sincere expression of the brand in the process of public apology, help consumers correctly understand the apology, enhance the sincerity of the apology, trigger consumer's empathy, and thus improve consumer forgiveness (Agnihotri and Bhattacharya, 2024). Therefore, the following hypothesis is proposed in this study: H1.…”

Section: Brand Avatar and Customer Forgivenessmentioning

confidence: 96%

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

Wang,

Zhang

2024

JSTP

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PurposeThe rising occurrence of digitally driven public consumer complaints has made it necessary for enterprises to obtain consumer forgiveness. However, existing research has provided little understanding regarding how to obtain consumer forgiveness effectively. Thus, the present study examined how brand avatars can improve consumer forgiveness in the context of public apology.Design/methodology/approachThis study tested the mechanism of a brand avatar on consumer forgiveness using three studies. Specifically, we explored the direct and mediating effect of empathy toward a brand (Study 1); we identified the moderating mediating effect of humorous responses (Study 2) and product type (Study 3). Data for these studies were collected on Credamo. We analyzed the data using SPSS (26.0) for the primary analysis and PROCESS (3.5) for the mediating and moderating mediating analysis.FindingsThe results indicate that brand avatars enhance consumer forgiveness. Moreover, empathy toward a brand plays a mediating role in the effect of brand avatars on consumer forgiveness. Additionally, when a humorous response is present, a brand avatar can enhance customer forgiveness through empathy toward that brand. Compared to utilitarian products, hedonic products can also increase the impact of a brand avatar on empathy toward the brand, thus enhancing consumers' forgiveness.Originality/valueFrom the perspective of emotion, this study explored the impact of brand avatars on consumer forgiveness via empathy toward a brand. It augments the research on brand avatars and consumer forgiveness. The study also verified the moderating mediating effect of humor response and product type while expanding the brand avatar research boundary.

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Section: Brand Avatar and Customer Forgivenessmentioning

confidence: 96%

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

Wang,

Zhang

2024

JSTP

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A literature review of user privacy concerns in conversational chatbots: A social informatics approach: An Annual Review of Information Science and Technology (ARIST) paper

Gumusel

2024

Asso for Info Science & Tech

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Since the introduction of OpenAI's ChatGPT‐3 in late 2022, conversational chatbots have gained significant popularity. These chatbots are designed to offer a user‐friendly interface for individuals to engage with technology using natural language in their daily interactions. However, these interactions raise user privacy concerns due to the data shared and the potential for misuse in these conversational information exchanges. Furthermore, there are no overarching laws and regulations governing such conversational interfaces in the United States. Thus, there is a need to investigate the user privacy concerns. To understand these concerns in the existing literature, this paper presents a literature review and analysis of 38 papers out of 894 retrieved papers that focus on user privacy concerns arising from interactions with text‐based conversational chatbots through the lens of social informatics. The review indicates that the primary user privacy concern that has consistently been addressed is self‐disclosure. This review contributes to the broader understanding of privacy concerns regarding chatbots the need for further exploration in this domain. As these chatbots continue to evolve, this paper acts as a foundation for future research endeavors and informs potential regulatory frameworks to safeguard user privacy in an increasingly digitized world.

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Consumer forgiveness: A literature review and research agenda

Yoruk,

Hsu,

Lee

2024

Psychology and Marketing

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Consumer forgiveness represents a compelling phenomenon for marketers, as understanding and leveraging forgiveness allows repairing consumer brand relationships. Marketing scholars began to pay closer attention to consumer forgiveness in the last decade with attempts to better understand and analyze this construct. This literature review on consumer forgiveness seeks to enrich the discourse on this phenomenon through a comprehensive systematic review of 89 articles. Through this literature review, we synthesize the findings of 89 articles to (1) understand how involved agents (e.g., firms/brands, humans, and autonomous technologies) influence the consumer forgiveness process, (2) develop a theoretical integrative framework delineating salient psychological mechanisms of the consumer forgiveness process, and (3) propose a future research agenda on consumer forgiveness.

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Chatbots’ effectiveness in service recovery

Cited by 22 publications

References 141 publications

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

Brand avatar present or absent? Investigate brand avatar and consumer forgiveness in public apology

A literature review of user privacy concerns in conversational chatbots: A social informatics approach: An Annual Review of Information Science and Technology (ARIST) paper

Consumer forgiveness: A literature review and research agenda

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