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Chatbots' Effectiveness in Service Recovery

Lookup NU author(s): Dr Saurabh BhattacharyaORCiD



This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).


Leveraging the computers are social actors theory, in this study, we explore traits of artificial intelligence-based chatbots that make them perceived as trustworthy, drive consumers to forgive the firm for service failure, and reduce their propensity to spread negative word-of-mouth against the firm. Across two scenario-based studies with UK consumers: one in a utilitarian product category (n = 586) and another in a hedonic product category (n = 508), and a qualitative study, our findings suggest that the perceived safety of chatbots enhances consumers' perceived ability and empathy, and anthropomorphism enhances the benevolence and integrity of chatbots, i.e., three traits of chatbots affect components of trustworthiness differently. Further, these traits have a positive influence on customer forgiveness and a negative influence on negative word-of-mouth.

Publication metadata

Author(s): Agnihotri A, Bhattacharya S

Publication type: Article

Publication status: Published

Journal: International Journal of Information Management

Year: 2024

Volume: 76

Print publication date: 01/06/2024

Online publication date: 11/07/2023

Acceptance date: 04/07/2023

Date deposited: 07/11/2023

ISSN (print): 0268-4012

ISSN (electronic): 1873-4707

Publisher: Elsevier


DOI: 10.1016/j.ijinfomgt.2023.102679


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