Interactivity in online chat: Conversational cues and visual cues in the service recovery process

Huang, Yingying; Gürsoy, Doğan; Zhang, Meng; Nunkoo, Robin; Shi, Si

doi:10.1016/j.ijinfomgt.2021.102360

Cited by 33 publications

(7 citation statements)

References 90 publications

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“…First, in support of H1, Study 1a shows that required warmth to conduct a task negatively influences consumer acceptance of AI service for the task, which was replicated in the subsequent Studies 1b and 2a-2c. This finding is consistent with the results of prior research on social cognition theory, where warmth can influence consumer acceptance of intelligent personal assistants (Gelbrich et al, 2021;Hu et al, 2021), chatbots for service failure recovery (Huang, Gursoy, Zhang, Nunkoo, & Shi, 2021), a robotic chef (Zhu & Chang, 2020), robots in frontline service (van Doorn et al, 2017), and a robotic coach for games ( Čaić et al, 2020). Given that warmth mainly corresponds to emotional intelligence, our results are also in line with the literature in emotional AI by indicating the importance of emotional intelligence in AI acceptance.…”

Section: Discussionsupporting

confidence: 89%

The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration

Peng

Doorn²,

Eggers³

et al. 2022

International Journal of Information Management

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Section: Discussionsupporting

confidence: 89%

The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration

Peng

Doorn²,

Eggers³

et al. 2022

International Journal of Information Management

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“…Future research could also examine the effectiveness of information recovery strategies in stimulating consumer forgiveness in the context of online services (Singh and Crisafulli, 2016). For example, the effectiveness of verbal and non-verbal cues when implementing online informational recovery strategies could be explored (Huang et al ., 2021).…”

Section: Resultsmentioning

confidence: 99%

Factors influencing consumer forgiveness: a systematic literature review and directions for future research

Kim

Tan

et al. 2023

JSTP

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PurposeConsumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective.Design/methodology/approachUsing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020.FindingsThe authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey.Originality/valueThe authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.

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“…The service literature has seen an influx in warmth and competence literature with recent studies related to brand anthropomorphism (Liu et al , 2022), robots (Li et al , 2021), artificial intelligence (AI; Zhao et al , 2022), Airbnb (Qiu et al , 2021) and online service recovery platforms (Huang and Ha, 2020; Huang et al , 2021). In addition, the significance of warmth and competence in the service industry is well established – these traits are not only aligned with service work requirements and customer expectations, but also associated with perceptions of service and satisfaction (Liu and Li, 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

Keeping warm: racial disparities of warmth judgments in the service industry

Lee

Jolly

2023

IJCHM

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Purpose People develop general stereotypes and beliefs about how people look and behave, and discrepancies in perceptions of warmth and competence can lead to incongruence in expected behaviors during service interactions. These perceptions can contribute to negative outcomes for employees; therefore, this study aims to examine how perceptions of warmth affect both customer reactions to employees who are Asian and the work stress, strain and attitudes of employees who are Asian toward their jobs. Design/methodology/approach To investigate the phenomenon, the authors conducted three studies. The first study examined whether occupational-racial stereotypes influence customers’ evaluation of employees’ service recovery performance. The second study temporally examined whether employees who are Asian engage in more emotional labor strategies to counter these occupational-racial stereotypes and as a result experience more negative outcomes. And a third study investigated the cumulative effects of negative perceptions on employee outcomes. Findings The results suggest employees in the hospitality industry who are Asian are perceived as less warm during service failure interactions and, thus, must work harder to regulate their emotions. As a result, employees who are Asian reported experiencing more negative outcomes, supporting the notion that occupational-racial stereotypes contribute to racial disparity and act as challenges and barriers for employees in the service industry. Research limitations/implications These findings emphasize the need to understand and address occupational-racial stereotypes for employees who are Asian to mitigate racial disparities in the service industry. Organizations can promote diverse work climates, provide emotional support and foster high-quality relationships to support employee well-being and satisfaction. Originality/value The results provide insight into how stereotypical warmth perceptions of employees who are Asian may affect the demands they face when engaging in service recovery, and how these increased demands may reduce the quality of their work experiences.

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Interactivity in online chat: Conversational cues and visual cues in the service recovery process

Cited by 33 publications

References 90 publications

The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration

The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration

Factors influencing consumer forgiveness: a systematic literature review and directions for future research

Keeping warm: racial disparities of warmth judgments in the service industry

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