Understanding and Improving Consumer Reactions to Service Bots.
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| Title: | Understanding and Improving Consumer Reactions to Service Bots. |
|---|---|
| Authors: | Castelo, Noah (AUTHOR), Boegershausen, Johannes (AUTHOR) boegershausen@rsm.nl, Hildebrand, Christian (AUTHOR), Henkel, Alexander P (AUTHOR) |
| Source: | Journal of Consumer Research. Dec2023, Vol. 50 Issue 4, p848-863. 16p. |
| Subject Terms: | *Chatbots, *Customer services, *Consumer attitudes, *Artificial intelligence, *Humanoid robots, *Human-robot interaction, *Automation |
| Abstract: | Many firms are beginning to replace customer service employees with bots, from humanoid service robots to digital chatbots. Using real human–bot interactions in lab and field settings, we study consumers' evaluations of bot-provided service. We find that service evaluations are more negative when the service provider is a bot versus a human—even when the provided service is identical. This effect is explained by consumers' belief that service automation is motivated by firm benefits (i.e. cutting costs) at the expense of customer benefits (such as service quality). The effect is eliminated when firms share the economic surplus derived from automation with consumers through price discounts. The effect is reversed when service bots provide unambiguously superior service to human employees—a scenario that may soon become reality. Consumers' default reactions to service bots are therefore largely negative but can be equal to or better than reactions to human service providers if firms can demonstrate how automation benefits consumers. [ABSTRACT FROM AUTHOR] |
| Database: | Energy & Power Source |
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| FullText | Links: – Type: pdflink Text: Availability: 1 |
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| Header | DbId: enr DbLabel: Energy & Power Source An: 173720695 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Understanding and Improving Consumer Reactions to Service Bots. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Castelo%2C+Noah%22">Castelo, Noah</searchLink> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Boegershausen%2C+Johannes%22">Boegershausen, Johannes</searchLink> (AUTHOR)<i> boegershausen@rsm.nl</i><br /><searchLink fieldCode="AR" term="%22Hildebrand%2C+Christian%22">Hildebrand, Christian</searchLink> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Henkel%2C+Alexander+P%22">Henkel, Alexander P</searchLink> (AUTHOR) – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Journal+of+Consumer+Research%22">Journal of Consumer Research</searchLink>. Dec2023, Vol. 50 Issue 4, p848-863. 16p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Chatbots%22">Chatbots</searchLink><br />*<searchLink fieldCode="DE" term="%22Customer+services%22">Customer services</searchLink><br />*<searchLink fieldCode="DE" term="%22Consumer+attitudes%22">Consumer attitudes</searchLink><br />*<searchLink fieldCode="DE" term="%22Artificial+intelligence%22">Artificial intelligence</searchLink><br />*<searchLink fieldCode="DE" term="%22Humanoid+robots%22">Humanoid robots</searchLink><br />*<searchLink fieldCode="DE" term="%22Human-robot+interaction%22">Human-robot interaction</searchLink><br />*<searchLink fieldCode="DE" term="%22Automation%22">Automation</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: Many firms are beginning to replace customer service employees with bots, from humanoid service robots to digital chatbots. Using real human–bot interactions in lab and field settings, we study consumers' evaluations of bot-provided service. We find that service evaluations are more negative when the service provider is a bot versus a human—even when the provided service is identical. This effect is explained by consumers' belief that service automation is motivated by firm benefits (i.e. cutting costs) at the expense of customer benefits (such as service quality). The effect is eliminated when firms share the economic surplus derived from automation with consumers through price discounts. The effect is reversed when service bots provide unambiguously superior service to human employees—a scenario that may soon become reality. Consumers' default reactions to service bots are therefore largely negative but can be equal to or better than reactions to human service providers if firms can demonstrate how automation benefits consumers. [ABSTRACT FROM AUTHOR] |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=enr&AN=173720695 |
| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.1093/jcr/ucad023 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 16 StartPage: 848 Subjects: – SubjectFull: Chatbots Type: general – SubjectFull: Customer services Type: general – SubjectFull: Consumer attitudes Type: general – SubjectFull: Artificial intelligence Type: general – SubjectFull: Humanoid robots Type: general – SubjectFull: Human-robot interaction Type: general – SubjectFull: Automation Type: general Titles: – TitleFull: Understanding and Improving Consumer Reactions to Service Bots. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Castelo, Noah – PersonEntity: Name: NameFull: Boegershausen, Johannes – PersonEntity: Name: NameFull: Hildebrand, Christian – PersonEntity: Name: NameFull: Henkel, Alexander P IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 12 Text: Dec2023 Type: published Y: 2023 Identifiers: – Type: issn-print Value: 00935301 Numbering: – Type: volume Value: 50 – Type: issue Value: 4 Titles: – TitleFull: Journal of Consumer Research Type: main |
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