Nowadays, more and more enterprises use chatbots in customer service, but a customer survey shows that most users prefer to choose human service employee rather than chatbots. What scenario can chatbots play a better role than human customer service, bringing better customer service satisfaction has become an issue of concern for enterprises. From the perspective of service recovery, this study explores what circumstances does customer service provide chatbots better service than human service employee? To this end, we proposed a matching effect model between the service recovery entity and customer requirement type, and on this basis, the moderating effect brought by different remedy schemes and communication styles of customer service is discussed. We plan to design mixed design vignette experiments to test our research model. The findings of this study are intended to give new insights for researchers and practitioners.


Paper Number 1384; Track Service; Short Paper



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