Rage against the machine : experimental insights into customers' negative emotional responses, attributions of responsibility, and coping strategies in artificial intelligence-based service failures
Giulia Pavone, Lars Meyer-Waarden, and Andreas Munzel
| Year of publication: |
2023
|
|---|---|
| Authors: | Pavone, Giulia ; Meyer-Waarden, Lars ; Munzel, Andreas |
| Subject: | anthropomorphic visual cues | artificial intelligence–based chatbots | attributions of responsibility | coping strategies | negative emotions | service failure | Emotion | Coping-Strategie | Coping strategy | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Künstliche Intelligenz | Artificial intelligence | Experiment |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10949968221134492 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014228865