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The Effects of Chatbot Recovery Strategies and Anthropomorphic Image Type on Service Recovery Satisfaction: The Mediating Roles of Perceived Warmth and Competence
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- TRV-2026-2657raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
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The widespread adoption of chatbots enables companies to provide customer service at low cost and with high efficiency. However, the inherent limitations of chatbots often lead to service failures, highlighting the necessity of effective recovery strategies. Nevertheless, the optimal approaches for chatbots to implement self-recovery strategies remain unclear. Drawing on the Computers As Social Actors (CASA) paradigm and the Stereotype Content Model (SCM), this study investigates the interactive effects of recov…
The gain
In two scenario experiments with 162 and 350 Chinese university students, a chatbot whose avatar matched its recovery style (competent look with an informational fix) scored 6.479 on satisfaction versus 4.370 for the mismatched emotional reply.
Sources
1 on file- Behavioral Sciencesdoi:10.3390/bs16091564
Cite this record
v1Truvace Impact Record TRV-2026-2657, v1: “The Effects of Chatbot Recovery Strategies and Anthropomorphic Image Type on Service Recovery Satisfaction: The Mediating Roles of Perceived Warmth and Competence.” Truvace, 2026-11-12. /record/TRV-2026-2657 (accessed on the day you copy it). sha256 d832a8d9fb396d3a…
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