Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

Song, Meng­meng; Du, Jingzhe; Xing, Xinyu; Mou, Jian

doi:10.1016/j.elerap.2022.101199

Cited by 31 publications

(11 citation statements)

References 86 publications

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“…Similar to robot service failure research, the current studies heavily paid attention on future use, 32,84 reuse, 82 and discontinuance 98 after a service failure recovery. For other key literature, the final outcome variable for eight studies was satisfaction, 75,78,80,90,91,93,95,97 four studies opted for tolerance, 56,83,85,86 and two studies measured evaluation. 81,92 Liu-Thompkins and colleagues 86 conducted an investigation to ascertain the effects of robot service recovery on the aspects of well-being, user loyalty, and user equity concurrently.…”

Section: Discussionmentioning

confidence: 99%

“…94 Conversely, in research that supports cognition or behavior as intermediaries, scholars concentrate on the subject of performance expectancy, 56,83 psychological distance, 84,85 face concern, 97 recovery choice, 22 and perceived governance. 22 A study by Song et al 93 focused on valve and risk while examining perceived functional valve, perceived experience valve, and perceived privacy risk as mechanism variables.…”

Section: Mechanismsmentioning

confidence: 99%

“…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%

“…Several studies suggested that the service recovery approach implemented by human intervention falls short in comparison to the self-recovery technique adopted by robots. 93 This discrepancy could be attributed to the fact that robot self-recovery affords users with uninterrupted service and circumvents the possibility of any deviations, such as suboptimal service attitudes, that may arise during human service.…”

Section: Recovery Strategies For Robot Service Failurementioning

confidence: 99%

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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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Section: Discussionmentioning

confidence: 99%

Section: Mechanismsmentioning

confidence: 99%

Section: Moderatorsmentioning

confidence: 99%

Section: Recovery Strategies For Robot Service Failurementioning

confidence: 99%

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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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“…In the current information age, big data, artificial intelligence (AI), and other technologies are gradually developing, most companies or websites use AI chatbots as customer service assistants for providing consultation services (Longoni & Cian, 2022; McLeay et al, 2021), such as Taobao's intelligent service—“Alime.” With 24/7 real‐time services, AI chatbot has significantly improved marketing efficiency (Bock et al, 2020). However, in most cases, consumers prefer human services to intelligent services because of a variety of factors that reflect the “chatbot aversion” phenomenon (Song et al, 2022). For example, interactions between consumers and humans in online interaction contexts last longer than interactions with AI chatbots (Hill et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Chen

Liu

et al. 2023

Psychology and Marketing

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Artificial intelligence (AI) chatbots and human employees have emerged as the dominant forms of online customer service. However, existing research rarely connects the service differences between them in terms of product type, ignoring the interactivity between the two. This study reveals the effect of matching customer service type (AI chatbot vs. human) to product type (search vs. experience) on consumers' purchase intentions through four experiments, revealing the psychological mechanism and boundary condition for the existence of this effect. It shows that (1) the match between customer service type and product type positively affects consumers' purchase intentions; (2) this matching effect is mediated by processing fluency and perceived service quality; and (3) the matching effect works only when consumers' demand certainty is low. These findings enrich the theoretical study of online customer service, and provide marketing insights for companies to improve the adoption of AI chatbots and human employees.

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Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective

Ozuem,

Ranfagni,

Willis

et al. 2024

Psychology and Marketing

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An increasing number of companies are introducing chatbot‐led contexts in service failure recovery. Existing studies are inconclusive on whether humanlike chatbot‐driven service failure recovery enhances customer loyalty. Grounding our work in phenomenological hermeneutics and utilizing frustration–aggression theory, we concentrate on the historical circumstance and the participatory nature of understanding customers' chatbot‐driven interactions and loyalty. We conducted 47 in‐depth interviews with millennials from four countries (United States, France, Italy, and the United Kingdom). By analyzing interview data through thematic analysis, our study offers two significant contributions. First, through thematic analysis, we define the dynamics occurring between customers and chatbots in a service recovery journey, such as customers' priorities and expectations. Second, we present a chatbot‐led service failure recovery typology framework that identifies four types of customers based on their interactions with a chatbot and their emotions, specifically frustration and aggression, and the effects of the interactions on their brand loyalty and intention to use chatbots. The identification of four customer types can help managers shape strategies to effectively turn negative customer experiences into opportunities to strengthen their loyalty, such as making more than one touchpoint available (human and chatbot). Our study shows that customers' emotions, specifically frustration and aggression, affect not only customer loyalty but also technology adoption. The concluding section suggests future avenues for research in the service recovery literature.

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Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

Cited by 31 publications

References 86 publications

Robot service failure and recovery: Literature review and future directions

Robot service failure and recovery: Literature review and future directions

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Exploring the relationship between chatbots, service failure recovery and customer loyalty: A frustration–aggression perspective

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