It’s better than nothing: The influence of service failures on user reusage intention in AI chatbot

IF 5.9 3区管理学 Q1 BUSINESS Electronic Commerce Research and Applications Pub Date : 2024-06-16 DOI:10.1016/j.elerap.2024.101421

Jinao Zhang, Xinyuan Lu, Wenqing Zheng, Xuelin Wang

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Abstract

Artificial intelligence (AI) chatbot have become increasingly popular as a tool for improving employee productivity over the last few years. In the early stages of AI chatbot development, exploring the impact of AI chatbot service failures on user reusage intention is useful for coordinating human–computer interaction and optimizing AI chatbot service mechanisms. The extant literature on AI service failures focuses on service recovery and anthropomorphism. There is less literature comparing different types of service failures and their effects. The article includes three studies. First, a randomized group experiment was conducted with 120 respondents. The results showed significant differences in the impact of different AI chatbot service failures on user reusage intentions. Second, an online questionnaire was completed by 386 respondents, the results found specific impact mechanisms of service failures on user reusage intentions. Third, an interview survey was conducted with 15 customers using AI chatbots to verify the findings of Study 1 and Study 2. Furthermore determine the boundary conditions for the unsupported hypotheses through meta-inference. The research enriches the literature on relationship marketing and expands the attribution theory of service failures. In addition, which provides theoretical basis and practical support for companies to reduce adverse effects of service failures.

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有总比没有强：人工智能聊天机器人中服务故障对用户重用意愿的影响

人工智能（AI）聊天机器人作为一种提高员工工作效率的工具，在过去几年中越来越受欢迎。在人工智能聊天机器人开发的早期阶段，探索人工智能聊天机器人服务失败对用户重用意愿的影响有助于协调人机交互和优化人工智能聊天机器人服务机制。关于人工智能服务失败的现有文献主要集中在服务恢复和拟人化方面。比较不同类型的服务失败及其影响的文献较少。本文包括三项研究。首先，对 120 名受访者进行了随机分组实验。结果显示，不同的人工智能聊天机器人服务故障对用户重用意愿的影响存在明显差异。第二，对 386 名受访者进行了在线问卷调查，结果发现了服务故障对用户重用意愿的具体影响机制。第三，对 15 位使用人工智能聊天机器人的用户进行了访谈调查，以验证研究 1 和研究 2 的结论。此外还通过元推理确定了未支持假设的边界条件。该研究丰富了关系营销方面的文献，拓展了服务失败的归因理论。此外，这也为企业减少服务失败的不利影响提供了理论依据和实践支持。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Electronic Commerce Research and Applications 工程技术-计算机：跨学科应用

CiteScore

10.10

自引率

8.30%

发文量

审稿时长

63 days

期刊介绍： Electronic Commerce Research and Applications aims to create and disseminate enduring knowledge for the fast-changing e-commerce environment. A major dilemma in e-commerce research is how to achieve a balance between the currency and the life span of knowledge. Electronic Commerce Research and Applications will contribute to the establishment of a research community to create the knowledge, technology, theory, and applications for the development of electronic commerce. This is targeted at the intersection of technological potential and business aims.