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Title:
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SORRY I AM STILL LEARNING - ACTIVE EXPECTATION MANAGEMENT OF CHATBOTS |
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Author(s):
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Martin Haupt and Anna Rozumowski |
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ISBN:
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978-989-8704-26-9 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2021 |
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Edition:
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Single |
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Keywords:
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Chatbots, Human-Machine-Interaction, Expectation Management, Customer Satisfaction |
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Type:
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Short |
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First Page:
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275 |
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Last Page:
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278 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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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. |
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