...Mai Nguyen; Luis Arango; Yunen Zhang; Nicole Hartley; Felix Septianto Purpose This study aims to examine the comparative effect that two widespread technologies, text-based chatbots and voicebots, have on perceived relief and subsequent customer outcomes in service failure settings. The moderating...

...Abhisek Kuanr; Tapas Ranjan Moharana; Min Yan; Debasis Pradhan; Dahlia El-Manstrly Purpose The purpose of this study is to investigate consumer response to service failure involving different types of service agents – specifically human agents, anthropomorphic chatbots and non-anthropomorphic...

...Yang Li; Ruolan Hou; Ran Tan Purpose This study aims to investigate how chatbots’ warmth and competence affect customer behavioural expectation (i.e. purchase, recommendation) through perceived humanness and perceived persuasiveness. Moreover, prior knowledge of chatbot is considered the boundary...