Active expectation management in chatbot conversations

dc.contributor.authorHaupt, Martin
dc.contributor.authorRozumowski, Anna
dc.contributor.editorBove, Liliana L.
dc.contributor.editorBell, Simon J.
dc.contributor.editorHito, Abraham
dc.date.accessioned2024-04-19T12:07:40Z
dc.date.available2024-04-19T12:07:40Z
dc.date.issued2021
dc.description.abstractChatbots have gained strong popularity in customer service, although users regularly experience unsatisfactory interactions and service failures, often due to highly exaggerated performance expectations. As a viable option, firms might therefore consider using ‘active expectations management’ by describing chatbot limitations. However, the question remains whether this strategy has a positive or negative impact on customer satisfaction and reuse intentions. Drawing on expectancy violation theory and the computers are social actors (CASA) paradigm, we empirically examine the effects of different expectation management strategies on user satisfaction and reuse intention. The results of a between-subjects experiment (n = 346) demonstrate that expectation management is an effective strategy to at least partly recover the failure. Furthermore, we show that different message types (i.e., ‘adapt’ vs. ‘understand’) have differential effects, whereas message positioning was found to be irrelevant. Our results enrich the service and chatbot literature and give managerial guidance for successful chatbot design.
dc.eventANZMAC 'Something Different'
dc.event.end2021-12-01
dc.event.start2021-11-29
dc.identifier.urihttps://irf.fhnw.ch/handle/11654/43365
dc.language.isoen
dc.publisherUniversity of Melbourne
dc.relation.ispartofSomething Different. ANZMAC 2021, Conference Proceedings
dc.spatialMelbourne
dc.subject.ddc330 - Wirtschaft
dc.titleActive expectation management in chatbot conversations
dc.type04B - Beitrag Konferenzschrift
dspace.entity.typePublication
fhnw.InventedHereNo
fhnw.ReviewTypeAnonymous ex ante peer review of a complete publication
fhnw.affiliation.hochschuleHochschule für Wirtschaftde_CH
fhnw.affiliation.institutInstitut für Unternehmensführungde_CH
fhnw.openAccessCategoryClosed
fhnw.publicationStatePublished
relation.isAuthorOfPublicationed348601-d275-4845-8739-486fb8d921db
relation.isAuthorOfPublication.latestForDiscoveryed348601-d275-4845-8739-486fb8d921db
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