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Keywords: Chatbot identity disclosure
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Journal Articles
Journal:
Internet Research
Internet Research 1–31.
Published: 07 October 2025
... conducted to assess the effects of chatbot identity disclosure on customer tolerance of service failure. Findings This study confirms that the disclosure of the chatbots' identity at the initial stage of service, before any service failure occurs, has a positive impact on consumers' tolerance of service...
Includes: Supplementary data
