Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

作者：

Highlights：

• This study divides the service recovery types into chatbot self-recovery and human-involved recovery.

• Based on social response theory, this study expands the exploration of the causes of consumer service recovery satisfaction.

• This study introduced the level of chatbot intelligence as a moderating variable into the research of chatbot service failure.

摘要

•This study divides the service recovery types into chatbot self-recovery and human-involved recovery.•Based on social response theory, this study expands the exploration of the causes of consumer service recovery satisfaction.•This study introduced the level of chatbot intelligence as a moderating variable into the research of chatbot service failure.

论文关键词：Service recovery,Chatbot self-recovery,Perceived value,Perceived privacy risk,Level of robot intelligence

论文评审过程：Received 21 March 2022, Revised 2 September 2022, Accepted 9 September 2022, Available online 13 September 2022, Version of Record 16 September 2022.

论文官网地址：https://doi.org/10.1016/j.elerap.2022.101199