Breaking the Silence: How Chatbots and Human Agents Persuade Noncomplaining Consumers Following Service Failures

ABSTRACT Firms are less likely to identify and resolve service deficiencies when consumers do not voice their complaints after service failures. A pressing question is how to persuade those noncomplaining consumers to provide feedback, yet empirical research in this area remains scarce. Our study draws on key questions of persuasion (i.e., who should say what to whom ?) to explore the matching effect of the persuasion source, persuasion message, and persuasion recipient on encouraging disclosure among noncomplai…