Abstract
Many service chatbots are equipped to provide choices when interacting with customers to streamline the service delivery process. This research investigates when and why the implementation of choices enhances or impairs customers' service experience. Based on the concept of fluency, we posit that the choice implementation is beneficial only after a conversational breakdown due to a chatbot failure; otherwise, the value of choice provision for facilitating fluency may not be salient enough. We further propose that choice provision is counterproductive when the choice set is incomprehensive, reducing (rather than enhancing) the fluency in the use of provided choices for a subsequent decision. We conducted several experiments to test these hypotheses. By illuminating when and why choice implementation may help or harm customers during a chatbot-initiated service interaction, we augment the current understanding of a chatbot's role in customers' service experience and provide insights for the deployment of choice-equipped service chatbots.
Original language | English |
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Title of host publication | Proceedings of the 57th Annual Hawaii International Conference on System Sciences, HICSS 2024 |
Editors | Tung X. Bui |
Publisher | University of Hawaii at Manoa |
Pages | 3970-3979 |
Number of pages | 10 |
ISBN (Electronic) | 9780998133171 |
Publication status | Published - 3 Jan 2024 |
Event | 57th Annual Hawaii International Conference on System Sciences, HICSS 2024 - Hilton Hawaiian Village Waikiki Beach Resort, Honolulu, United States Duration: 3 Jan 2024 → 6 Jan 2024 https://scholarspace.manoa.hawaii.edu/communities/9d4848f6-1815-43f1-bcb5-be17e430d153 |
Publication series
Name | Proceedings of the Annual Hawaii International Conference on System Sciences |
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ISSN (Print) | 1530-1605 |
Conference
Conference | 57th Annual Hawaii International Conference on System Sciences, HICSS 2024 |
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Country/Territory | United States |
City | Honolulu |
Period | 3/01/24 → 6/01/24 |
Internet address |
Scopus Subject Areas
- General Engineering
User-Defined Keywords
- choice
- choice comprehensiveness
- conversational breakdown
- fluency
- service chatbot