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dc.contributor.authorYu, Shubin
dc.contributor.authorXiong, Ji (Jill)
dc.contributor.authorShen, Hao
dc.date.accessioned2023-10-16T07:56:19Z
dc.date.available2023-10-16T07:56:19Z
dc.date.created2022-11-01T13:45:21Z
dc.date.issued2022
dc.identifier.citationJournal of Consumer Psychology. 2022, .en_US
dc.identifier.issn1057-7408
dc.identifier.urihttps://hdl.handle.net/11250/3096628
dc.description.abstractThis research investigates consumers’ perceptions and evaluations of robot service agents compared with human service agents when service requests are rejected. Six studies were conducted. The results show that when consumers receive a rejection of their service request, they evaluate the service less negatively if the service is handled by a chatbot agent versus a human agent. The reason is that consumers have lower expectations that robots will be able to provide flexible services to them. Consequently, their dissatisfaction with the request rejection is lower when the service is handled by robots. However, the aforementioned effect is not observed (1) when consumers have not experienced the service yet, (2) when their service request has been accepted, or (3) when the service agent conveys emotions to apologize for request rejection.en_US
dc.language.isoengen_US
dc.publisherWileyen_US
dc.titleThe rise of chatbots: The effect of using chatbot agents on consumers' responses to request rejectionen_US
dc.title.alternativeThe rise of chatbots: The effect of using chatbot agents on consumers' responses to request rejectionen_US
dc.typeJournal articleen_US
dc.typePeer revieweden_US
dc.description.versionacceptedVersionen_US
dc.source.pagenumber14en_US
dc.source.journalJournal of Consumer Psychologyen_US
dc.identifier.doi10.1002/jcpy.1330
dc.identifier.cristin2067395
cristin.ispublishedtrue
cristin.fulltextpostprint
cristin.qualitycode1


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