Emotion-regulatory chatbots for enhancing consumer servicing: An interpersonal emotion management approach

2023 | Information & Management | Citations: 0

Authors: Luo, Bei; Lau, Raymond Y.K.; Li, Chunping

Abstract: To reduce service staff’s burden in customer servicing and improve the performan ... Expand

Abstract: To reduce service staff’s burden in customer servicing and improve the performance of automatic service re­ covery, we propose an emotion-regulatory chatbot for service recovery applications drawing on interpersonal emotion management (IEM) theory. In addition, we develop a model to examine the underlying mechanisms through which perceived IEM strategies influence consumers’ emotions and behavioral intentions. Our experi­ mental results verify the effectiveness of IEM strategies. We find that appraisals and consumers’ post-recovery emotions sequentially mediate the relationship between perceived emotion regulatory strategies and positive word-of-mouth (PWOM). Collapse

Topics: behavioral intention robotic electronic commerce customer service word of mouth

Methods: chatbot experiment experimental group structural equation modeling parametric test

Theories: control theory trust theory affect control theory