Chatbots and service failure: When does it lead to customer aggression

Citations

Cited by:

1. Yuguang Xie & Changyong Liang & Peiyu Zhou & Shuping Zhao & Li Jiang, 2026. "Would you forgive anthropomorphic conversational AI agents for service failures? Exploring the impact of anthropomorphism on customer forgiveness," Electronic Markets, Springer;IIM University of St. Gallen, vol. 36(1), pages 1-22, December.
2. Xie, Yuguang & Liang, Changyong & Zhou, Peiyu & Jiang, Li, 2024. "Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
3. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
4. Li, Jiarui & Kang, Jiyun, 2025. "Less stress, fewer delays: The role of sophisticated AI in mitigating decision fatigue and purchase postponement in luxury retail," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
5. Zhang, Liangbo & Wang, Xueying & Majeed, Salman & Zhou, Zhimin, 2025. "How do sales promotions, communication agents, and psychological contracts determine purchase hesitation? Evidence from live stream influencers’ fan groups," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
6. Carsten D. Schultz & Saskia Kaiser, 2025. "Consumer value dimensions in conversational and mobile commerce," Journal of Marketing Analytics, Palgrave Macmillan, vol. 13(3), pages 587-605, September.
7. Huang, Stanley Y.B., 2026. "Asking fintech voice Chatbots: Explaining consumer switching intention by status quo bias theory," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
8. Shang, Dawei & Wu, Weiwei & Schroeder, Daniel, 2023. "Exploring determinants of the green smart technology product adoption from a sustainability adapted value-belief-norm perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
9. Yan, Huili & Tian, Tian & Xiong, Hao, 2025. "The power of emojis: Enhancing the willingness to adopt chatbot recommendations," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
10. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
11. Lu, Zhenzhen & Min, Qingfei, 2025. "Self-recovery or human Intervention? understanding the role of task type and failure frequency in chatbot failure recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
12. Xu, Ying & Niu, Nan & Zhao, Zixiang, 2023. "Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
13. Aslam, Usman, 2023. "Understanding the usability of retail fashion brand chatbots: Evidence from customer expectations and experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
14. Ding, Zhenbin & Zhang, Yali & Sun, Jun & Goh, Mark & Yang, Zhaojun, 2025. "To reveal or conceal: AI identity disclosure strategies for merchants," International Journal of Production Economics, Elsevier, vol. 283(C).
15. Na Cai & Shuhong Gao & Jinzhe Yan, 2024. "How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
16. Ulrich Gnewuch & Stefan Morana & Oliver Hinz & Ralf Kellner & Alexander Maedche, 2024. "More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents," Information Systems Research, INFORMS, vol. 35(3), pages 936-955, September.
17. Xie, Yuguang & Zhou, Peiyu & Liang, Changyong & Zhao, Shuping & Lu, Wenxing, 2025. "Affiliative or self-defeating? Exploring the effect of humor types on customer forgiveness in the context of AI agents’ service failure," Journal of Business Research, Elsevier, vol. 194(C).
18. Rese, Alexandra & Witthohn, Lennart, 2025. "Recovering customer satisfaction after a chatbot service failure – The effect of gender," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
19. Liao, Jiancai & Huang, Jingya, 2024. "Think like a robot: How interactions with humanoid service robots affect consumers’ decision strategies," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
20. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
21. Mortimer, Gary & Wang, Shasha & Osorio Andrade, María Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
22. Vaclav Moravec & Beata Gavurova & Nik Hynek & Martin Rigelsky, 2025. "Human-machine in the vortex of digital synergy," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-13, December.
23. Guo, Yuanyuan & Xu, Linlin & Wang, Chaoyou, 2025. "Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
24. Habib, Muhammad Danish & Attri, Rekha & Salam, Mohammad Asif & Yaqub, Muhammad Zafar, 2025. "Retail consumers' conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
25. Li, Meichan & Wang, Rui, 2023. "Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
26. Shagirbasha, Shameem & Kumar, Madhan & Panda, Nalinakshya, 2026. "The untapped influence of employee incivility on customer citizenship behavior: A mixed-methods inquiry in quick-service restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).