Table 2 Operationalization of constructs... | Emerald Publishing

Table 2

Operationalization of constructs

Variables	Representation of chatbot failures	Description/Used templates
Chatbot capability failure is the frequency of
Technical capability failure	Questions asked	Number of questions asked by the chatbot
	Rephrasing behaviors	“Can you rephrase your question, please?”
	Repetitions	Same consecutive responses
Functional capability failure	Scripted behaviors	“All of our services are available at Ask a Librarian.”
Functional capability failure	Referring to human	“That's a question I can't answer. Try asking a Librarian.”
Recovery-oriented capability is the frequency of
Chatbot empathy	Empathetic statements	“Sorry you feel that way!”
Customer incivility behavior is frequency of
Disrespect language	Terms and expressions to indicate frustration and degrading the ability of the chatbot	“You are worthless.”
Offensive language	Use of profanity terms/obscene jokes	“what the … !”
Teasing language	Expressions of mockery and unrelated questions	“Will you marry me?”
Customer emotions are the average of
Positive emotions	Joy, Trust, Anticipation, Surprise	“Great--found what I was looking for. Thx!”
Negative emotions	Sadness, Anger, Disgust, Fear	“This is a terrible service!”

Variables	Representation of chatbot failures	Description/Used templates
Chatbot capability failure is the frequency of
Technical capability failure	Questions asked	Number of questions asked by the chatbot
	Rephrasing behaviors	“Can you rephrase your question, please?”
	Repetitions	Same consecutive responses
Functional capability failure	Scripted behaviors	“All of our services are available at Ask a Librarian.”
Functional capability failure	Referring to human	“That's a question I can't answer. Try asking a Librarian.”
Recovery-oriented capability is the frequency of
Chatbot empathy	Empathetic statements	“Sorry you feel that way!”
Customer incivility behavior is frequency of
Disrespect language	Terms and expressions to indicate frustration and degrading the ability of the chatbot	“You are worthless.”
Offensive language	Use of profanity terms/obscene jokes	“what the … !”
Teasing language	Expressions of mockery and unrelated questions	“Will you marry me?”
Customer emotions are the average of
Positive emotions	Joy, Trust, Anticipation, Surprise	“Great--found what I was looking for. Thx!”
Negative emotions	Sadness, Anger, Disgust, Fear	“This is a terrible service!”

Source(s): Authors’ own work