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



Share Proceeding

Featured papers

See More

Featured

N1. The Experiential Advantage in Eudaimonic Well-being – An Experimental Assessment

Aditya Gupta, University of Nebraska-Lincoln
James Gentry, University of Nebraska-Lincoln

Read More

Featured

Do Altruistic Individuals "Share" More Contents on Social Media?

Travis Tae Oh, Columbia University, USA
Keith Wilcox, Columbia University, USA

Read More

Featured

Shopping for Freedom: Moroccan Women's Experience in Supermarkets

Delphine Godefroit-Winkel, Toulouse Business School, Casablanca Campus
lisa penaloza, Kedge Business School
Sammy Kwaku Bonsu, Ghana Institute of Management and Public Administration

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.