Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions

Robot service failure and recovery: Literature review and future directions

“…91 Additional research has incorporated moderating variables related to perceptions of robots and experiences with failure. These variables, includes technology anxiety, 80 failure experience, 95 and willingness to accept AI as social partners. 86 Robot/failure factors.…”

“…This concept pertains to the influence that robot recovery has on an individual’s cognitive and emotional states. Scholarly investigations into emotional phenomena tend to adopt a more selective approach, the scope of which often encompasses themes such as empathy, 52 tenderness, 56 nurturing instinct, 83 relational/efficacy needs, 79 negative emotions, 80 and emotion/problem-focused coping. 94 Conversely, in research that supports cognition or behavior as intermediaries, scholars concentrate on the subject of performance expectancy, 56,83 psychological distance, 84,85 face concern, 97 recovery choice, 22 and perceived governance.…”

“…In two separate studies, demographic variables (i.e. age, 74 gender 80 ) were introduced as moderating variables. An increasing number of studies have directed their attention toward examining individual implicit differences, including constructs such as relationship orientation, 78 interdependent self-construal, 85 indulgence, 85 sense of power, 75,95 face concern for human interaction, 90 customer participation, 94 implicit personality, 82 and perceived diagnosticity of lay beliefs.…”

Factors Affecting Consumers Adoption of AI-Based Chatbots: The Role of Anthropomorphism

“…Intelligent robots are viewed as more alive in the literature (Pillai et al, 2023), and research shows that robots that provide personalised information and interact with their users are more likely to be adopted (Zhang et al, 2022a). One of the forerunners of the Artificial Intelligence (AIN) used by retail service robots and individual intelligent agents is the field of PNT (Zhang et al, 2022b). Retail chatbots engage in two-way conversation with customers while offering individualized assistance with trip preparation in real time.…”

Electronic Markets on AI and standardization

“…In turn, the kindchen strategy was more suitable for female customers and customers who are less anxious about technology. Finally, the authors recommend to consider such chatbots in first-level interactions with customers and to forward (less negative) customers to human counterparts only in a second step (Zhang et al, 2022).…”