Understanding consumer reactions to chatbot service failures
Evidence from a Wizard-of-Oz experiment
Bibliographic Data
| ID | 7144811 |
|---|---|
| Authors | Na Cai (0000-0001-7496-2075, Gachon University), Jeakang Heo (Sungkyunkwan University, corresponding author), Jinzhe Yan (0000-0002-9843-1743, Gachon University, corresponding author) |
| Year | 2025 |
| Volume | 253 |
| Pages | 104707-104707 |
| Publication date | 2025-01-09 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Acta Psychologica (JOURNAL) |
| Journal identifiers | ISSN: 0001-6918 • E-ISSN: 1873-6297 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.actpsy.2025.104707 |
| PMID | 39793278 |
| OpenAlex | W4406199854 |
| Language | EN |
| Citations received | 1 |
| References cited | 62 |
Business · Chatbot · Human–computer interaction · Service (business · Wizard · Wizard of oz · World Wide Web · AI in Service Interactions · Computer Science · Digital Marketing and Social Media · Marketing · Psychology · Sentiment Analysis and Opinion Mining
Living up to the chatbot hype
Social Cognition Unbound
Enhancing chatbot effectiveness
Blame the Bot
The Effect of the Agency and Anthropomorphism on Users' Sense of Telepresence, Copresence, and Social Presence in Virtual Environments
Service Robots Rising
Universal dimensions of social cognition
How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure
Building a Stronger Casa
Social Scripts and Expectancy Violations
How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context
The human side of human-chatbot interaction
I-It, I-Thou, I-Robot
Bots vs. humans
Impact of the introduction of service robots on consumer satisfaction
Warmth and Competence as Universal Dimensions of Social Perception
Humanizing chatbots
Interactivity in Online Chat
Rise of Machine Agency
The Design and Implementation of XiaoIce, an Empathetic Social Chatbot
Two motivations for two dimensions of mind
Initial Interaction Expectations with Robots
Understanding perception of algorithmic decisions
Are computers good or bad for business? How mediated customer–computer interaction alters emotions, impressions, and patronage toward organizations
Machines and Mindlessness
Fundamental dimensions of social judgment
Interpersonal Expectations, Expectancy Violations, and Emotional Communication
Too Exciting to Fail, Too Sincere to Succeed
Self-Affirmation through the Choice of Highly Aesthetic Products
| Citations per year | 1 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |