Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment

Previous studies have found that individuals react differently to online customer service interactions with chatbots than human agents. However, it remains unclear which agent is more effective at mitigating negative consumer evaluations in the context of service failures. This article explores whet...

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Bibliographic Details

Published in:	Acta Psychologica
Main Authors:	Na Cai, Jeakang Heo, Jinzhe Yan
Format:	Article
Language:	English
Published:	Elsevier 2025-03-01
Subjects:	Agency type Perceived competence Perceived warmth Text-based interaction Expectancy violations
Online Access:	http://www.sciencedirect.com/science/article/pii/S0001691825000204