Rage Against the Machine: Experimental Insights into Customers’ Negative Emotional Responses, Attributions of Responsibility, and Coping Strategies in Artificial Intelligence–Based Service Failures
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DOI: 10.1177/10949968221134492
Abstract: In their interactions with chatbots, consumers often encounter technology failures that evoke negative emotions, such as anger and frustration. To clarify the effects of such encounters, this article addresses how service failures involving artificial intelligence–based… read more here.
Keywords: service failures; responsibility; attributions responsibility; intelligence based ... See more keywords