Abstract
This research investigates how and why chatbot-initiated service interruptions influence customers’ service experience as well as a choice-based mitigation strategy. Based on the psychological reactance theory, we posit that a service interruption caused by chatbot failures trigger customers’ psychological reactance manifested through anger and negative cognition. We further propose that the negative impact of chatbot-initiated interruption on service evaluations can be explained through the affective process of increased anger and the cognitive process of decreased perceived competence of the chatbot (caused by increased negative cognition). Based on these mechanisms, we suggest choice provision as a strategy to mitigate the negative impact of chatbot failures on anger and negative cognition. Results from two laboratory experiments substantiate our claims. By unveiling why chatbot-induced interruption hurts service evaluations and a mitigation strategy, we augment the current understanding of AI failures and provide insights for the deployment of (imperfect) AI applications in customer service.
Original language | English |
---|---|
Title of host publication | ICIS 2021 Proceedings - Building Sustainability and Resilience with IS: A Call for Action |
Publisher | Association for Information Systems |
Number of pages | 18 |
ISBN (Electronic) | 9781713893608 |
ISBN (Print) | 9781733632591 |
Publication status | Published - Dec 2021 |
Event | 42nd International Conference on Information Systems: Building Sustainability and Resilience with IS: A Call for Action, ICIS 2021 TREOs - Austin, United States Duration: 12 Dec 2021 → 15 Dec 2021 https://icis2021.aisconferences.org/ (Conference website) https://aisel.aisnet.org/icis2021 (Conference proceedings) |
Publication series
Name | International Conference on Information Systems, ICIS |
---|
Conference
Conference | 42nd International Conference on Information Systems: Building Sustainability and Resilience with IS: A Call for Action, ICIS 2021 TREOs |
---|---|
Country/Territory | United States |
City | Austin |
Period | 12/12/21 → 15/12/21 |
Internet address |
|
Scopus Subject Areas
- Computer Science Applications
- Information Systems
User-Defined Keywords
- AI failure
- Artificial intelligence
- customer service
- psychological reactance