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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