Understanding AI-based customer service resistance: A perspective of defective AI features and tri-dimensional distrusting beliefs |
| |
| Institution: | 1. School of Information Management, Wuhan University, Wuhan, China;2. Center for Studies of Information Resources, Wuhan University, Wuhan, China;1. School of Information Management and Artificial Intelligence, Zhejiang University of Finance and Economics, China;2. School of Economics and Management, Qilu University of Technology (Shandong Academy of Sciences), China;1. School of Information, Renmin University of China, Beijing 100872, PR China;2. School of Information Technology and Management, University of International Business and Economics, Beijing 100029, PR China;1. Faculty of Economics and Management, East China Normal University, Shanghai, China;2. Key Laboratory of Advanced Theory and Application in Statistics and Data Science (East China Normal University), Ministry of Education of China, Shanghai, China;3. University of Chinese Academy of Sciences, Shanghai, China;1. School of Information Management, Nanjing University, Nanjing 210023, China;2. School of International and Public Affairs, Shanghai Jiao Tong University, Shanghai 200230, China |
| |
| Abstract: | Communicating with customers through AI-based chatbots in customer service (AISC) has become increasingly popular for many companies. However, in actual service encounters, AISC seems defective and is not always accepted by customers. Occasionally it is even resisted. This study aims to investigate such customer resistance. In addition to two cognition-centered AI features (i.e., irrelevant and biased information) discussed in prior studies, this study proposes that lack of empathy is another key feature of defective AI (i.e., in its emotional dimension) and investigates the underlying mechanism of empathy. Specifically, this study proposes three pathways in which empathy functions are lacking. A survey was conducted to test our hypotheses, and the results suggest that lack of empathy has three effects on customer resistance: direct, indirect, and moderating. Finally, theoretical contributions and practical implications are discussed. |
| |
| Keywords: | |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
