Publication type: | Conference paper |
Type of review: | Not specified |
Title: | Active expectation management in chatbot conversations |
Authors: | Haupt, Martin Rozumowski, Anna |
et. al: | No |
Conference details: | ANZMAC 2021, Melbourne, Australia, 29 November - 1 December 2021 |
Issue Date: | 2021 |
Language: | English |
Subjects: | Chatbots; Expectation management; Human-machine interaction |
Subject (DDC): | 658.8: Marketing management |
Abstract: | 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 |
Fulltext version: | Published version |
License (according to publishing contract): | Licence according to publishing contract |
Departement: | School of Management and Law |
Organisational Unit: | Institute of Marketing Management (IMM) |
Appears in collections: | Publikationen School of Management and Law |
Files in This Item:
There are no files associated with this item.
Show full item record
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.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.