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In turn, individuals are left dissatisfied and turn away from chatbots, which harms successful chatbot implementation and ultimately firm\u2019s service performance. Based on the stereotype content model, this paper explores the impact of two universally usable failure recovery messages as a strategy to preserve users\u2019 post-recovery satisfaction and chatbot re-use intentions. Results of three experiments show that chatbot recovery messages have a positive effect on recovery responses, mediated by different elicited social cognitions. In particular, a solution-oriented message elicits stronger competence evaluations, whereas an empathy-seeking message leads to stronger warmth evaluations. The preference for one of these message types over the other depends on failure attribution and failure frequency. This study provides meaningful insights for chatbot technology developers and marketers seeking to understand and improve customer experience with digital conversational agents in a cost-effective way.<\/jats:p>","DOI":"10.1007\/s12525-023-00673-0","type":"journal-article","created":{"date-parts":[[2023,11,4]],"date-time":"2023-11-04T08:02:42Z","timestamp":1699084962000},"update-policy":"http:\/\/dx.doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":7,"title":["Seeking empathy or suggesting a solution? 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