Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
Electronic Commerce Research and Applications(2022)
摘要
•This study divides the service recovery types into chatbot self-recovery and human-involved recovery.•Based on social response theory, this study expands the exploration of the causes of consumer service recovery satisfaction.•This study introduced the level of chatbot intelligence as a moderating variable into the research of chatbot service failure.
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关键词
Service recovery,Chatbot self-recovery,Perceived value,Perceived privacy risk,Level of robot intelligence
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