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Keywords: AI-enabled service delivery
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Journal Articles
Journal:
Internet Research
Internet Research (2026) 36 (7): 199–220.
Published: 28 September 2026
...Vida Siahtiri; Achini Adikari; Damminda Alahakoon Purpose This study examines how chatbot capability failures lead to customers' incivility in AI-enabled service delivery through customers' emotional responses. It also investigates whether chatbot-expressed empathy, as a recovery-oriented...
