| Publikationstyp: | Konferenz: Paper |
| Art der Begutachtung: | Keine Angabe |
| Titel: | Active expectation management in chatbot conversations |
| Autor/-in: | Haupt, Martin Rozumowski, Anna |
| et. al: | No |
| Angaben zur Konferenz: | ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021 |
| Erscheinungsdatum: | 2021 |
| Sprache: | Englisch |
| Schlagwörter: | Chatbots; Expectation management; Human-machine interaction |
| Fachgebiet (DDC): | 658.8: Marketingmanagement |
| Zusammenfassung: | Chatbots 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. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/23767 |
| Volltext Version: | Publizierte Version |
| Lizenz (gemäss Verlagsvertrag): | Lizenz gemäss Verlagsvertrag |
| Departement: | School of Management and Law |
| Organisationseinheit: | Institut für Marketing Management (IMM) |
| Enthalten in den Sammlungen: | Publikationen School of Management and Law |
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Haupt, M., & Rozumowski, A. (2021). Active expectation management in chatbot conversations. ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021.
Haupt, M. and Rozumowski, A. (2021) ‘Active expectation management in chatbot conversations’, in ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021.
M. Haupt and A. Rozumowski, “Active expectation management in chatbot conversations,” in ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021, 2021.
HAUPT, Martin und Anna ROZUMOWSKI, 2021. Active expectation management in chatbot conversations. In: ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021. Conference paper. 2021
Haupt, Martin, and Anna Rozumowski. 2021. “Active Expectation Management in Chatbot Conversations.” Conference paper. In ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021.
Haupt, Martin, and Anna Rozumowski. “Active Expectation Management in Chatbot Conversations.” ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021, 2021.
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