Can “Sorry”Really Solve It? Exploring the Impact of Apology Strategies and Service Types on User Forgiveness in Conversational AI

Authors

Xue Wang, School of Information, Central University of Finance and Economics, 102206, Beijing, China
Jinlin Wan, School of Information, Central University of Finance and Economics, 102206, Beijing, ChinaFollow

Recommended Citation

Wang, Xue and Wan, Jinlin, "Can “Sorry”Really Solve It? Exploring the Impact of Apology Strategies and Service Types on User Forgiveness in Conversational AI" (2025). WHICEB 2025 Proceedings. 62.
https://aisel.aisnet.org/whiceb2025/62