Open access
Sep 2026
Mitigating Chatbot Service Failures: The Roles of Anthropomorphism, Acknowledgment, and Apology
Understanding of when anthropomorphic chatbots help versus harm consumers in service encounters is extended by integrating chatbot anthropomorphism, failure type, expectation disconfirmation, and recovery response within a single framework.
Juyon Lee, W. Chu, Rajat Roy
· Journal of Consumer Behaviou... · 0 citations