Robot service failure and recovery: Literature review and future directions

International Journal of Advanced Robotic Systems, Journal Year: 2023, Volume and Issue: 20(4)

Published: July 1, 2023

Robot service failure and subsequent user behavioral responses have emerged as a prominent scientific issue, warranting attention from multiple disciplines. A review of existing literature is crucial to synthesizing comprehensively evaluating these studies. To this end, the present study undertook structured systematic assess relevant research on concepts, dimensions, response (including cognitional behavioral), recovery strategies related robot failure. Prior studies largely followed interpersonal interaction concepts identified several major consequences failure, including emotional cognitive responses, negative attitudes, attributions action-based responses. Notably, for can be categorized into two main types: robot-initiated strategy human intervention strategy. Further recommended in five key areas, exploring uniqueness psychologically investigating identifying novel remedy failures, evolving its remedies, employing mixed-method complementary approaches.

Language: Английский

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Investigating factors influencing AI customer service adoption: an integrated model of stimulus–organism–response (SOR) and task-technology fit (TTF) theory

Asia Pacific Journal of Marketing and Logistics, Journal Year: 2024, Volume and Issue: unknown

Published: Oct. 29, 2024

Purpose Artificial intelligence (AI) customer service has grown rapidly in recent years due to the emergence of COVID-19 and growth e-commerce industry. Therefore, this study employs integration stimuli–organism–response (SOR) task-technology fit (TTF) frameworks understand factors that affect individuals’ intentions towards AI adoption Malaysia. Design/methodology/approach The utilised a survey-based research approach investigate data were collected by conducting an online survey targeting individuals aged 18 or above who had prior interaction experience with human agents but not yet adopted service. A sample 339 respondents was used evaluate hypotheses, adopting partial least squares structural equation modelling as symmetric analytic technique. Findings PLS-SEM analysis revealed social influence anthropomorphism have positive direct relationship emotional trust. Furthermore, communicative competence, technology characteristics perceived positively correlated TTF. Moreover, trust significantly impacts adoption. In addition, readiness moderates association between task Practical implications provides insights individuals, organisations, government educational institutions improve features its development Originality/value originality is found SOR theory TTF affecting Additionally, it incorporates moderating variables during analysis, adding depth findings. This introduces new perspective on impact offers valuable for practitioners seeking formulate effective strategies promote

Language: Английский

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Can virtual streamers replace human streamers? The interactive effect of streamer type and product type on purchase intention

Marketing Intelligence & Planning, Journal Year: 2024, Volume and Issue: unknown

Published: Aug. 20, 2024

Purpose Digitally driven virtual streamers are increasingly utilized in live-streaming commerce, possessing distinct advantages compared to human streamers. However, the applicable scenarios of still unclear. Focusing on product attribute variances, this paper compares livestreaming effects and clarify for each assist companies strategically choosing suitable Design/methodology/approach We conducted four experiments utilizing both images video as stimulus materials, experiment employed different products. To test proposed model, a total 1,068 valid participants were recruited, encompassing diverse group individuals, including undergraduates workers. Findings The results indicate no significant difference between increasing consumers’ purchase intention utilitarian In contrast, more effective enhancing consumer hedonic products, with mediating role mental imagery quality. Consumers’ implicit personality variances also influence their willingness accept Originality/value This is first compare promoting products enhance our comprehension Given potential risks associated streamers, comprehensive understanding imperative brands when deploying commerce activities.

Language: Английский

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How Do Initial and Interactive Social Cues Increase Customers’ Continuance Usage Intention of Chatbots?

International Journal of Human-Computer Interaction, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 18

Published: May 20, 2024

Enterprises widely utilize chatbots as "intelligent customer service" because of their efficiency and low cost. However, complaints doubts occur occasionally, improving users' willingness to continue use is a crucial issue that needs be solved urgently. This study investigates whether how initial social cues (avatar, name, greeting) interactive (emoji) can improve intention using. Our findings from three scenario experiments reveal both increase consumers' warmth perception, while only elevate competence perception. The greater the perceived by users, higher trust in chatbots, leading increased using them. Furthermore, we identified reinforcing effect when types are combined, further augmenting persist with chatbots. contributes chatbot-human interaction literature validating effectiveness these two offers practical insights for enhancing retention optimizing chatbot design.

Language: Английский

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Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis

Technology in Society, Journal Year: 2024, Volume and Issue: 78, P. 102625 - 102625

Published: June 12, 2024

Language: Английский

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The golden zone of AI’s emotional expression in frontline chatbot service failures

Internet Research, Journal Year: 2024, Volume and Issue: unknown

Published: Aug. 14, 2024

Purpose The purpose of this study is twofold: first, to identify the categories artificial intelligence (AI) chatbot service failures in frontline, and second, examine effect intensity AI emotion exhibited on effectiveness chatbots’ autonomous recovery process. Design/methodology/approach We adopt a mixed-methods research approach, starting with qualitative research, which specific failures. In second stage, we conduct experiments investigate impact consumers’ psychological perceptions, focus moderating influence chatbot’s emotional expression. This sequential approach enabled us incorporate both quantitative aspects for comprehensive perspective. Findings results suggest that, from analysis interview data, mainly include four categories: failure understand, personalize, lack competence, assurance. also reveal that positively affect dehumanization increase customers’ perceptions severity. However, chatbots can autonomously remedy through moderate emotion. An interesting golden zone AI’s expression was discovered, indicating extremely weak or strong be counterproductive. Originality/value contributes burgeoning literature by identifying types failure, developing theory context smart services, demonstrating nonlinear effects findings offer valuable insights organizations rely terms designing effectively address remediate

Language: Английский

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The AI-authorship effect: Understanding authenticity, moral disgust, and consumer responses to AI-generated marketing communications

Journal of Business Research, Journal Year: 2024, Volume and Issue: 186, P. 114984 - 114984

Published: Oct. 1, 2024

Language: Английский

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A localized and humanized approach to chatbot banking companions: implications for financial managers

Management Decision, Journal Year: 2025, Volume and Issue: unknown

Published: Jan. 27, 2025

Purpose The study aims to examine the influence of Unified Theory Acceptance and Use Technology (UTAUT) anthropomorphic design cues in determining level satisfaction among banking chatbot users. It also tests moderating impact localization content on relationship. encompasses expectation confirmation, elucidating significance perceived trust maintaining intention. Design/methodology/approach conducted a comprehensive online survey, collecting 667 questionnaires from users conversational chatbots both public private sector banks. We analyse data using Partial Least Squares Structural Equation Modelling fuzzy-set Qualitative Comparative Analysis. Findings Performance effort expectancy, interestingness interaction empathy were identified as significant indicators, whereas facilitating conditions, social intelligence not explaining satisfaction. Perceived was mediator, while moderator all cases except Practical implications To improve empathy, tech developers should focus improving chatbot’s ability maintain contextual understanding within conversation where it can remember reference previous interactions. Future studies might explore development that incorporate advanced levels characteristics, whether visual or intuitive. Originality/value work is unique integrates UTATUT, anthropomorphism confirmation model context chatbots, which achievable single theory-based model. underlined necessity localizing content, recommending banks engage localized native speakers help with training creation, specialists fine-tune features.

Language: Английский

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Clear is Popular: The Emoticon Picture Clarity Affects Consumer Service Satisfaction

SAGE Open, Journal Year: 2025, Volume and Issue: 15(1)

Published: Jan. 1, 2025

The emoticon picture clarity in online service encounters has been overlooked consumer research. Our study intends to investigate how influences satisfaction. Across four experiments and a single-paper meta-analysis, we demonstrate that when providers use clear rather blurred pictures communicate with consumers, consumers will have higher satisfaction (Study 1). This effect is attributed the processing fluency induced by pictures, which turn triggers greater (Studies 2 3). Furthermore, this weakened experience cognitive load 4). These findings provide novel insights into consumers' biased evaluations of offer valuable guidance for marketers enhance shopping services through strategic pictures.

Language: Английский

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Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery

Electronic Commerce Research and Applications, Journal Year: 2025, Volume and Issue: unknown, P. 101488 - 101488

Published: Feb. 1, 2025

Language: Английский

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