How Chatbot Service Agents Can Alleviate the Negative Effect of Unresolved Requests on Consumers’ Trust Toward Companies

Two experiments were conducted and showed that consumers’ trust in a company was less negatively affected by a failed request when their service request was handled by a chatbot rather than a human service agent. This effect can be explained by the perceived problem-solving.



Citation:

Shubin Lance Yu and Ji Jill Xiong (2019) ,"How Chatbot Service Agents Can Alleviate the Negative Effect of Unresolved Requests on Consumers’ Trust Toward Companies", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 926-927.

Authors

Shubin Lance Yu, Peking University, China
Ji Jill Xiong, National University of Singapore, Singapore



Volume

NA - Advances in Consumer Research Volume 47 | 2019



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