How do consumers react after service failure provided by AI (vs human) agents

Detalhes bibliográficos
Autor(a) principal: Vieira, Catarina Vaz Pato Gama
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/152311
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
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spelling How do consumers react after service failure provided by AI (vs human) agentsService failureArtificial IntelligenceCustomer satisfactionCustomer engagementWord of mouthServicesService providerEmpathyDissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMConsumers tend to react to service failures in very different ways and due to a variety of constraints. With the rapid development of new technologies like Artificial intelligence (AI), which is reshaping the way several tasks are performed, little is known about the effects on consumers’ reactions. Since people tend to prefer humans instead of artificial intelligence, we propose to study the gap in the relationship between customers and service providers, by analyzing how consumers react after a service failure when the service provider is an AI or a human agent. This study (N=248) demonstrates that people perceive human (vs. AI) agents as more empathetic. In addition, when the failure occurs with a premium service, consumers are more satisfied and prefer a human (vs. AI) agent while with a basic service, people choose the AI agent. Nevertheless, the tendency is for non-human agents start to execute some tasks to accelerate and reduce costs of the whole process of the service industries and others. However, human agents show better results in the service premium category while those effects don’t show relevance in a basic service context. These findings suggest that it is critical for people to trust Artificial Intelligence mainly when the investment in the service is high, due to the cost-effectiveness of the service. Furthermore, the empathy between customer and employee is still a key factor for consumers to choose any kind of service, thus the preference for humans.Pinto, Diego CostaWagner, Rafael LuisRUNVieira, Catarina Vaz Pato Gama2023-04-132026-04-13T00:00:00Z2023-04-13T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/152311TID:203273915enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:34:37Zoai:run.unl.pt:10362/152311Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:54:51.498007Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv How do consumers react after service failure provided by AI (vs human) agents
title How do consumers react after service failure provided by AI (vs human) agents
spellingShingle How do consumers react after service failure provided by AI (vs human) agents
Vieira, Catarina Vaz Pato Gama
Service failure
Artificial Intelligence
Customer satisfaction
Customer engagement
Word of mouth
Services
Service provider
Empathy
title_short How do consumers react after service failure provided by AI (vs human) agents
title_full How do consumers react after service failure provided by AI (vs human) agents
title_fullStr How do consumers react after service failure provided by AI (vs human) agents
title_full_unstemmed How do consumers react after service failure provided by AI (vs human) agents
title_sort How do consumers react after service failure provided by AI (vs human) agents
author Vieira, Catarina Vaz Pato Gama
author_facet Vieira, Catarina Vaz Pato Gama
author_role author
dc.contributor.none.fl_str_mv Pinto, Diego Costa
Wagner, Rafael Luis
RUN
dc.contributor.author.fl_str_mv Vieira, Catarina Vaz Pato Gama
dc.subject.por.fl_str_mv Service failure
Artificial Intelligence
Customer satisfaction
Customer engagement
Word of mouth
Services
Service provider
Empathy
topic Service failure
Artificial Intelligence
Customer satisfaction
Customer engagement
Word of mouth
Services
Service provider
Empathy
description Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
publishDate 2023
dc.date.none.fl_str_mv 2023-04-13
2023-04-13T00:00:00Z
2026-04-13T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/152311
TID:203273915
url http://hdl.handle.net/10362/152311
identifier_str_mv TID:203273915
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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