{"title":"利用聊天机器人提高服务恢复满意度:幽默和非正式语言的作用","authors":"Ghazal Shams , Kawon Kathy Kim , Kaeun Kim","doi":"10.1016/j.ijhm.2024.103782","DOIUrl":null,"url":null,"abstract":"<div><p>Effective communication with customers is a key factor in achieving positive reactions, especially in text-based chatbots where no human interaction is involved. This study investigates how the use of humor and informal language by chatbots affects service recovery satisfaction (SRS) following service failures, with a focus on the moderating role of brand equity and service failure severity. Results from the two scenario-based experiments suggest that a match between humor and informal language can increase SRS, particularly for low-equity brands and low severity failures. The findings provide practical implications for companies using chatbots for customer service and suggest incorporating humor and informal language into their messaging when addressing service failures.</p></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":null,"pages":null},"PeriodicalIF":9.9000,"publicationDate":"2024-05-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Enhancing service recovery satisfaction with chatbots: The role of humor and informal language\",\"authors\":\"Ghazal Shams , Kawon Kathy Kim , Kaeun Kim\",\"doi\":\"10.1016/j.ijhm.2024.103782\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><p>Effective communication with customers is a key factor in achieving positive reactions, especially in text-based chatbots where no human interaction is involved. This study investigates how the use of humor and informal language by chatbots affects service recovery satisfaction (SRS) following service failures, with a focus on the moderating role of brand equity and service failure severity. Results from the two scenario-based experiments suggest that a match between humor and informal language can increase SRS, particularly for low-equity brands and low severity failures. The findings provide practical implications for companies using chatbots for customer service and suggest incorporating humor and informal language into their messaging when addressing service failures.</p></div>\",\"PeriodicalId\":48444,\"journal\":{\"name\":\"International Journal of Hospitality Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":9.9000,\"publicationDate\":\"2024-05-13\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Hospitality Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S027843192400094X\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S027843192400094X","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
Enhancing service recovery satisfaction with chatbots: The role of humor and informal language
Effective communication with customers is a key factor in achieving positive reactions, especially in text-based chatbots where no human interaction is involved. This study investigates how the use of humor and informal language by chatbots affects service recovery satisfaction (SRS) following service failures, with a focus on the moderating role of brand equity and service failure severity. Results from the two scenario-based experiments suggest that a match between humor and informal language can increase SRS, particularly for low-equity brands and low severity failures. The findings provide practical implications for companies using chatbots for customer service and suggest incorporating humor and informal language into their messaging when addressing service failures.
期刊介绍:
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.