How Interaction Mechanism and Error Responses Influence Users’ Responses to Customer Service Chatbots-Reference-Cited by-同舟云学术

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How Interaction Mechanism and Error Responses Influence Users’ Responses to Customer Service Chatbots

Published:2024-05-20 Issue: Volume: Page:1-19
ISSN:1044-7318
Container-title:International Journal of Human–Computer Interaction
language:en
Short-container-title:International Journal of Human–Computer Interaction

Author:

Klein Stefanie H.¹^ORCID,Papies Dominik²^ORCID,Utz Sonja¹³^ORCID

Affiliation:

1. Everyday Media Lab, Leibniz-Institut für Wissensmedien, Tübingen, Germany

2. School of Business and Economics, Eberhard Karls Universität Tübingen, Tübingen, Germany

3. Department of Psychology, Eberhard Karls Universität Tübingen, Tübingen, Germany

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/10447318.2024.2351707

Reference82 articles.

1. AI-based chatbots in customer service and their effects on user compliance

2. Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions

3. Resilient Chatbots

4. An Empirical Evaluation of the System Usability Scale

5. Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots

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