... and experience lower chatbot service recovery satisfaction with the chatbot when anthropomorphized chatbot allocates delayed compensation following a service failure, as opposed to instances offering immediate compensation. It is crucial to highlight that such distinctive effects are notably absent during...

... of the intelligent customer service would affect consumer responses such as the willingness to interact, in the context of a service failure. The underlying mechanism and boundary conditions are also examined. Design/methodology/approach Two experimental studies were conducted to investigate the effect...