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Keywords: Tricky complaints
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Journal Articles
Tackling tricky complaints: the impact of AI agents and intention hiding strategies on user responses
Available to Purchase
Journal:
Internet Research
Internet Research (2026) 36 (3): 1054–1072.
Published: 24 March 2026
... under different intention hiding strategies by assigning AI agents distinct capability labels (mechanical vs. thinking), thereby deepening understanding of the application of AI in service recovery contexts. Tricky complaints Intention hiding strategies AI agent Willingness to forgive...
Includes: Supplementary data
