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- W4283820902 endingPage "562" @default.
- W4283820902 startingPage "545" @default.
- W4283820902 abstract "Abstract Technological advances have enabled firms to automate customer service by employing artificial intelligence (AI) chatbots. Despite their many potential benefits, interactions with chatbots may still feel machine‐like and cold. The current study proposes the use of humour by chatbots as a gateway to humanizing them and thereby enhancing the customer experience. Across three experimental studies, the results reveal that (i) the use of humour enhances service satisfaction when it is used by a chatbot but not when it is used by a human agent, (ii) this chatbot humour effect is serially mediated by enhanced perceptions of anthropomorphism and interestingness of the interactions with the chatbot, and (iii) whilst both positively and negatively valenced chatbot humour may enhance the interestingness of the interactions, socially appropriate (i.e., affiliative) humour as opposed to inappropriate (i.e., aggressive) humour leads to enhanced service satisfaction. This study extends the understanding of the humanization processes of chatbots and provides guidelines for how firms should use chatbot humour to positively influence consumers' service satisfaction." @default.
- W4283820902 created "2022-07-06" @default.
- W4283820902 creator A5003765949 @default.
- W4283820902 creator A5013369050 @default.
- W4283820902 creator A5060306945 @default.
- W4283820902 date "2022-07-20" @default.
- W4283820902 modified "2023-10-05" @default.
- W4283820902 title "The influence of chatbot humour on consumer evaluations of services" @default.
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