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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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2025-03-01
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| Series: | Acta Psychologica |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S0001691825000204 |
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