Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention

IF 5.3 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Journal of Hospitality and Tourism Technology Pub Date : 2023-04-13 DOI:10.1108/jhtt-06-2021-0164

Yimin Zhu, Jiemin Zhang, Jifei Wu

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引用次数: 1

Abstract

Purpose This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery. Originality/value This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.

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谁在什么时候做了什么?聊天机器人的服务恢复对顾客满意度和重访意愿的影响

目的本研究旨在探索聊天机器人（相对于人类员工）的恢复性能，并帮助公司使用聊天机器人进行有效的服务恢复。设计/方法/方法进行了两个实验来检验所提出的假设。结果表明，与人类员工的恢复相比，聊天机器人的恢复会降低客户满意度和重访意愿。这种影响对于象征性复苏而非经济复苏更为重要。感知的分配正义和互动正义介导了康复提供者和康复策略对康复绩效的互动效应。使用即时恢复而不是延迟恢复可以减轻聊天机器人在符号恢复方面的糟糕表现。原创性/价值本研究通过将聊天机器人部署到服务恢复环境中，丰富了聊天机器人研究和服务恢复文献。本研究使用包括恢复策略和恢复时间在内的综合理论模型，对企业如何提高聊天机器人的恢复性能提供了实质性的见解。

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来源期刊

Journal of Hospitality and Tourism Technology HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

8.40

自引率

12.80%

发文量

期刊介绍： The Journal of Hospitality and Tourism Technology is the only journal dedicated solely for research in technology and e-business in tourism and hospitality. It is a bridge between academia and industry through the intellectual exchange of ideas, trends and paradigmatic changes in the fields of hospitality, IT and e-business. It covers: -E-Marketplaces, electronic distribution channels, or e-Intermediaries -Internet or e-commerce business models -Self service technologies -E-Procurement -Social dynamics of e-communication -Relationship Development and Retention -E-governance -Security of transactions -Mobile/Wireless technologies in commerce -IT control and preparation for disaster -Virtual reality applications -Word of Mouth. -Cross-Cultural differences in IT use -GPS and Location-based services -Biometric applications -Business intelligence visualization -Radio Frequency Identification applications -Service-Oriented Architecture of business systems -Technology in New Product Development