To Err is Bot, Not Human: Asymmetric Reactions to Chatbot Service Failures

Authors

Aibo Tan, Key Laboratory of Brain-Machine Intelligence for Information Behavior (Ministry of Education and Shanghai), School of Business and Management, Shanghai International Studies University, Shanghai, China
Caihong Jiang, Key Laboratory of Brain-Machine Intelligence for Information Behavior (Ministry of Education and Shanghai), School of Business and Management, Shanghai International Studies University, Shanghai, ChinaFollow
Yan Zhu, Department of Electronic Commerce, School of Electronic Commerce, Hefei Vocational College of Finance and Economics, Anhui, China

Recommended Citation

Tan, Aibo; Jiang, Caihong; and Zhu, Yan, "To Err is Bot, Not Human: Asymmetric Reactions to Chatbot Service Failures" (2024). WHICEB 2024 Proceedings. 96.
https://aisel.aisnet.org/whiceb2024/96