Abstract
When chatbot is used in customer service, conversational breakdowns are common. Repairing from conversational breakdowns is a key step in service recovery. Drawing upon grounding in communication theory, this paper explores the impact of three repair strategies (i.e., keyword confirmation explanation, confirmation, and top response) on customer satisfaction. We formulate a research model to compare how repair strategies impact customer satisfaction through two pathways: perceived intelligence and customer participation. We further introduce AI attitude as an individual difference variable, which moderates the pathway. Through the online between-subjects laboratory experiments, we gathered data from 244 participants. Our findings indicate that the keyword confirmation repair strategy can influence customer satisfaction through perceived intelligence and customer participation. The paper discusses both theoretical and practical implications.
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Acknowledgement
This work was funded by the National Natural Science Foundation of China (No: 71904215), the Young Talents Support Program from the Central University of Finance and Economics (No: QYP2211).
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Zeng, J., Fan, D., Zhou, X., Tang, J. (2024). Chatbot with Resilience: The Impact of Repair Strategies on Customer Satisfaction in Conversational Breakdowns. In: Tu, Y.P., Chi, M. (eds) E-Business. New Challenges and Opportunities for Digital-Enabled Intelligent Future. WHICEB 2024. Lecture Notes in Business Information Processing, vol 517. Springer, Cham. https://doi.org/10.1007/978-3-031-60324-2_26
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DOI: https://doi.org/10.1007/978-3-031-60324-2_26
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