Exploring the effect of humor in robot failure

Yang, Hongyan; Xu, Hong; Zhang, Yan; Yan, Lianshan; Lyu, Ting

doi:10.1016/j.annals.2022.103425

Cited by 65 publications

(30 citation statements)

References 67 publications

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“…Thus, human employees should step in firstly to offer necessary apologies. Symbolic statements from chatbots should be designed more comprehensively and thoroughly, such as integrating humor (Yang et al , 2022) and high empathy (Lv et al , 2022) into chatbot communication system. Chatbots are more recommended to provide customers with appropriate economic recovery such as coupons, cash rebates and discounts.…”

Section: Discussionmentioning

confidence: 99%

“…When emotion words such as happy, sorry or like are introduced into the communication systems, higher empathy and interactivity attributes of chatbots positively affect customer satisfaction (Yun and Park, 2022). The humorous responses from AI-bots lead to more positive customer evaluations in the low-severity failure conditions (Yang et al , 2022). When it comes to apologizing, though Choi et al (2021) found that humanoid-bots can improve their recovery performances through the apology and explanation, other researchers reached the opposite conclusions.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“…Research on chatbots in the service recovery setting is still in its infancy. Limited literature starts to discuss AI agents’ recovery performances (Fan et al , 2016) or explore how to improve the effectiveness of chatbots’ response during the recovery process (Yang et al , 2022). Yet, these studies are mostly piecemeal and explore chatbots’ recovery performances from a single perspective.…”

Section: Introductionmentioning

confidence: 99%

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Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

Zhu

Zhang

2023

JHTT

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Purpose This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery. Originality/value This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

Zhu

Zhang

2023

JHTT

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“…Four studies 56,80,81,83 were dedicated to examining the degree of failure severity while two 56,97 focused specifically on the effects of time pressure. Additionally, two studies 81,86 delved into the intricacies of robot design while two 22,93 more explored the impact of the degree of robot intelligence. Furthermore, a study has demonstrated that investigations that incorporate a wide array of interaction methods exhibit greater efficacy in providing service remediation, ultimately leading to the realization of favorable recovery outcomes.…”

Section: Moderatorsmentioning

confidence: 99%

“…This perspective has also been usefully explored in studies. Drawing on the benign violation theory, Yang et al 81 concerned humorous responses in recovering service failures. Green et al 64 delve deeper into the realm of humor and conducts research on the varying impacts of diverse forms of humorous responses (e.g.…”

Section: Recovery Strategies For Robot Service Failurementioning

confidence: 99%

Robot service failure and recovery: Literature review and future directions

Liu

Zhang

et al. 2023

International Journal of Advanced Robotic Systems

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Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A review of existing literature is crucial to synthesizing and comprehensively evaluating these studies. To this end, the present study undertook a structured systematic literature review to assess the relevant research on the concepts, dimensions, user response (including cognitional and behavioral), and recovery strategies related to service robot failure. Prior studies have largely followed interpersonal service interaction concepts and have identified several major consequences of service robot failure, including emotional and cognitive responses, negative attitudes, attributions of failure, and related behavioral and action-based responses. Notably, recovery strategies for robot service failure can be categorized into two main types: robot-initiated strategy and human intervention strategy. Further research on robot service failure is recommended in five key areas, including exploring the uniqueness of robot service failure, psychologically investigating user responses to robot failure, identifying novel remedy strategies for robot service failures, evolving the concepts of robot service failure and its remedies, and employing mixed-method and complementary research approaches.

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Media richness effectiveness: Humanoid robots with or without voice, or just a tablet kiosk?

Brengman,

Willems,

De Gauquier

et al. 2023

Psychology and Marketing

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Humanoid robots can serve as in‐store communication medium, providing functional as well as hedonic value. Previous studies have demonstrated their proficiency in providing functional value, such as guiding customers, advertising products, or carrying groceries. However, in a retailing context, engaging customers often requires more than meeting their basic functional needs. This study is the first to examine the potential of humanoid service robots (HSRs) in providing hedonic value as well, comparing their performance to that of more traditional in‐store media in entertaining customers. Based on media richness effectiveness theory, the role of robot voice is also investigated. An experimental field study was performed administering a fun quiz to passers‐by at an airport store considering three conditions (via tablet, robot with voice, or robot without voice). The results show that the quiz via a humanoid robot (as compared to via a tablet kiosk) provides customers more functional and hedonic value. While functional value favorably affects loyalty intentions mainly via enhanced store image, hedonic value has a direct and indirect effect mainly via store attitude. Adding voice to the HSR does not seem to provide significant added value. Data on actual purchase behavior also hint at superiority of the robot over a traditional tablet kiosk.

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Exploring the effect of humor in robot failure

Cited by 65 publications

References 67 publications

Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

Robot service failure and recovery: Literature review and future directions

Media richness effectiveness: Humanoid robots with or without voice, or just a tablet kiosk?

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