Paper Type
Complete
Abstract
This paper examines the impacts of AI tools on customer service recovery responses, with a focus on the customer experience and the well-being of service recovery staff. We find that the tools themselves are neutral in terms of their effects but can be implemented in helpful or negative ways. Based on our analysis we propose a series of research questions.
Paper Number
2159
Recommended Citation
Tate, Mary; Cronholm, Stefan; and Salomonson, Nicklas, "Look in the Mirror: Introducing AI Tools into Service Recovery Responses" (2025). AMCIS 2025 Proceedings. 3.
https://aisel.aisnet.org/amcis2025/sig_svc/sig_svc/3
Look in the Mirror: Introducing AI Tools into Service Recovery Responses
This paper examines the impacts of AI tools on customer service recovery responses, with a focus on the customer experience and the well-being of service recovery staff. We find that the tools themselves are neutral in terms of their effects but can be implemented in helpful or negative ways. Based on our analysis we propose a series of research questions.
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