| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | Sorry I am still learning : active expectation management of chatbots |
| Authors: | Haupt, Martin Rozumowski, Anna |
| et. al: | No |
| Proceedings: | Proceedings of the 19th International Conference e-Society 2021 |
| Editors of the parent work: | Kommers, Piet Isaías, Pedro |
| Page(s): | 275 |
| Pages to: | 278 |
| Conference details: | 19th International Conference e-Society (ES), virtual, 3-5 March 2021 |
| Issue Date: | 2021 |
| Publisher / Ed. Institution: | IADIS |
| ISBN: | 978-989-8704-26-9 |
| Language: | English |
| Subjects: | Chatbots; Expectation management; Human-Machine-interaction; Customer satisfaction |
| Subject (DDC): | 006: Special computer methods 658.8: Marketing management |
| Abstract: | Chatbots gained strong popularity in customer service, although users often experienced unsatisfactory interactions – regularly due to highly exaggerated performance expectations. As a viable option, firms might, therefore, think about active expectations management by describing chatbot limitations. However, the question remains whether this strategy has positive or negative impacts on customer satisfaction and re-use intentions. Building on the Expectancy Violation Theory and the CASA-Paradigm, this study plans to evaluate the effects of two different expectation management strategies. As work in progress, we describe the status and plan of this research. |
| URI: | https://www.esociety-conf.org/wp-content/uploads/2021/03/02_202101C036.pdf https://digitalcollection.zhaw.ch/handle/11475/22541 |
| 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 |
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