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Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions
- Truvace record
- TRV-2026-2588raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 981b10d89e46…check it
Purpose This study aims to investigate the interaction effect between service recovery providers (AI chatbot vs human) and recovery strategies (psychological vs tangible) on consumers’ purchase intentions in the context of chatbot minor service failures. The research further seeks to provide companies with insights to enhance chatbot-based service recovery. Design/methodology/approach Four experiments were conducted to test the proposed hypotheses. Findings The results indicate that when chatbots encounter minor…
57Gain side
How the two sides scoreClose call
55Problem side
The gain
In four experiments, a chatbot that recovered from its own minor failure with psychological strategies significantly raised consumers' purchase intentions.
The problem
In the same experiments, when the task was complex, human-mediated recovery worked better than chatbot self-recovery whichever strategy was used.
A fixed formula sets both scores from the evidence and its sources. Reader votes don’t move them.
What the scores mean
G is the gain side, out of 100. It goes up when the gain is specific, when it measurably helped people and when the sources behind it are strong.
P is the problem side, out of 100. It goes up when the problem is specific, when it measurably hurt people and when the sources behind it are strong.
What this doesn’t fix
The findings cover minor chatbot service failures tested in experiments, so they may not extend to serious failures or real-world customer behaviour.
Sources
1 on file- Journal of Services Marketingdoi:10.1108/jsm-09-2024-0488
Cite this record
v1Truvace Impact Record TRV-2026-2588, v1: “Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions.” Truvace, 2026-11-12. /record/TRV-2026-2588 (accessed on the day you copy it). sha256 981b10d89e466d8f…
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1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
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