Liang, Shichang; Li, Rulan; Lan, Bin; Chu, Yuxuan; … - In: Journal of Research in Interactive Marketing 18 (2024) 6, pp. 1099-1135
Purpose This study explores how chatbot gender and symbolic service recovery may improve the satisfaction of angry … we recruit 826 participants to examine the effect of chatbot gender on angry customers through one lab study and one … the effect of chatbot gender on angry customers. Specifically, male (vs. female) chatbots are more effective in increasing …
