When Technology Fails: Rage Against the Machine Or Self-Control? Investigating Customer’S Negative Emotions and Coping Strategies in Ai-Service Failure Scenarios

We investigate the impact of service failures on customers’ anger, frustration and coping strategies when interacting with an artificial intelligence based chatbot compared to a human. Results show that in the same aversive situation, emotional responses differ when customers are aware of interacting with a chatbot rather than a human.



Citation:

Giulia Pavone, Lars Meyer-Waarden, and Andreas Munzel (2020) ,"When Technology Fails: Rage Against the Machine Or Self-Control? Investigating Customer’S Negative Emotions and Coping Strategies in Ai-Service Failure Scenarios", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1219-1219.

Authors

Giulia Pavone, Toulouse School of Management TSM Research UMR 5303 CNRS
Lars Meyer-Waarden, Toulouse School of Management TSM Research UMR 5303 CNRS
Andreas Munzel, University of Montpellier - Montpellier Research in Management (MRM)



Volume

NA - Advances in Consumer Research Volume 48 | 2020



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