The Effects of Chatbot Service Recovery With Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-Of-Mouth

Yun, Jeewoo; Park, Jungkun

doi:10.3389/fpsyg.2022.922503

Cited by 31 publications

(11 citation statements)

References 97 publications

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“…This supports the human tendency to be positive and socially motivated. Beyond fundamental research, the ratings are also of value in applied settings, such as in communication in healthcare (Stortenbeker et al, 2018) or in the use of chatbots (Yun & Park, 2022).…”

Section: Discussionmentioning

confidence: 99%

Ratings of valence, arousal, happiness, anger, fear, sadness, disgust, and surprise for 24 thousand Dutch words

Speed¹,

Brysbaert²

2023

Preprint

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Emotion is a fundamental aspect of human life and therefore is critically encoded in language. To facilitate research into the encoding of emotion in language and how emotion associations affect language processing, we present a new set of emotion norms for over 24, 000 Dutch words. The emotion norms include ratings of two key dimensions of emotion: valence and arousal, as well as ratings on discrete emotion categories: happiness, anger, fear, sadness, disgust, and surprise. We show that emotional information can predict word processing, such that responses to positive words are facilitated in contrast to neutral and negative words. We also demonstrate how the ratings of emotion are related to personality characteristics. The data are available via the Open Science Framework (https://osf.io/9htuv/) and serve as a valuable resource for research into emotion as well as in applied settings such as healthcare and digital communication.

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Section: Discussionmentioning

confidence: 99%

Ratings of valence, arousal, happiness, anger, fear, sadness, disgust, and surprise for 24 thousand Dutch words

Speed¹,

Brysbaert²

2023

Preprint

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“… Singh and Pandey (2024) also indicated that inefficient collaboration with AI devices is also a critical barrier to their usage. Yun and Park (2022) , conversely, found that the reliability of chatbot service quality positively impacts users’ satisfaction and repurchase intention. Regarding psychological barriers, Chen et al (2022) found that individuals’ perceived tradition barriers to changes in established ticketing habits brought about by mobile ticketing services were key predictors of resistance, and that those with a negative perception of online banking were more likely to display subsequent resistance ( Kuisma et al, 2007 ).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 94%

Unpacking public resistance to health Chatbots: a parallel mediation analysis

Zou,

Na,

Lai

et al. 2024

Front. Psychol.

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IntroductionDespite the numerous potential benefits of health chatbots for personal health management, a substantial proportion of people oppose the use of such software applications. Building on the innovation resistance theory (IRT) and the prototype willingness model (PWM), this study investigated the functional barriers, psychological barriers, and negative prototype perception antecedents of individuals’ resistance to health chatbots, as well as the rational and irrational psychological mechanisms underlying their linkages.MethodsData from 398 participants were used to construct a partial least squares structural equation model (PLS-SEM).ResultsResistance intention mediated the relationship between functional barriers, psychological barriers, and resistance behavioral tendency, respectively. Furthermore, The relationship between negative prototype perceptions and resistance behavioral tendency was mediated by resistance intention and resistance willingness. Moreover, negative prototype perceptions were a more effective predictor of resistance behavioral tendency through resistance willingness than functional and psychological barriers.DiscussionBy investigating the role of irrational factors in health chatbot resistance, this study expands the scope of the IRT to explain the psychological mechanisms underlying individuals’ resistance to health chatbots. Interventions to address people’s resistance to health chatbots are discussed.

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“…In his research on Tunisian Islamic banks, Abdelhadi (2021) [1] discovered that responsiveness has a favorable impact on client satisfaction. However, no substantial correlation between responsiveness and customer satisfaction was discovered by Yun and Park (2022) [69] , Famiyeh et al, (2018) [18] , or Fida et al, (2020) [20] . According to Sardana and Bajpai (2020) [59] , responsiveness was essential for e-banking to satisfy customer expectations (satisfaction).…”

Section: Responsivenessmentioning

confidence: 95%

The role of human resource re-engineering in order to improve the quality of banking performance

Alzu'bi,

Samara

et al. 2023

IJMRGE

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The research to identify the impact of human resource re-engineering and its dimensions in improving the quality of banking performance in commercial banks. The dimensions related to human resource engineering, represented by (technological capabilities, human resources, and organizational components) and the dimensions to improving the quality of banking performance, represented by (effectiveness, efficiency, correlation or suitability) in commercial banks. So the research population represents Jordanian commercial banks, and six Jordanian commercial banks were selected and the research was applied to a sample of 200 individuals that includes (bank managers, department heads and employees with experience and competence), the questionnaire was used as the main tool for collecting data and information from the respondents, and interviews, to identify the relationships and the effect between the research variables to obtain answers related to the research problem. The study concluded that there is a correlation of a coherent nature between the re-engineering of human resources and the realization and development of its dimensions, and the quality of banking performance is improved.

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The Effects of Chatbot Service Recovery With Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-Of-Mouth

Cited by 31 publications

References 97 publications

Ratings of valence, arousal, happiness, anger, fear, sadness, disgust, and surprise for 24 thousand Dutch words

Ratings of valence, arousal, happiness, anger, fear, sadness, disgust, and surprise for 24 thousand Dutch words

Unpacking public resistance to health Chatbots: a parallel mediation analysis

The role of human resource re-engineering in order to improve the quality of banking performance

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