道歉还是感激?通信恢复策略对人工智能设备服务故障的影响

IF 8.2 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Travel & Tourism Marketing Pub Date : 2022-07-24 DOI:10.1080/10548408.2022.2162659

Linxiang Lv, Minxue Huang, Dawei Guan, Kairui Yang

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引用次数: 2

摘要

摘要作为社会行动者，人工智能设备被应用于旅游业。然而，对于企业来说，为其服务故障选择恢复是一项挑战。为了填补这一空白，我们从消费者基本心理需求的角度来划分这些服务失败：由于人工智能缺乏灵活性和常识而被拒绝和忽视。基于Need Threat模型和三个实验，我们发现，如果人工智能设备的服务故障被拒绝（相对于被忽视），表达感激（相对于道歉）的聊天机器人更有可能获得消费者的原谅；这种主要影响是由关系需求（相对于功效需求）介导的。

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Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices

ABSTRACT As social actors, artificial intelligence (AI) devices are used in tourism. However, it’s challenging for enterprises to choose recoveries for their service failures. To fill this gap, we divide these service failures from the perspective of consumers’ basic psychological needs: being rejected and being ignored due to AI lacking flexibility and common sense. Based on the Need-Threat model and three experiments, we find that chatbots express gratitude (vs. apology) will be more likely to gain consumers’ forgiveness if service failures of AI devices are being rejected (vs. being ignored); this main effect is mediated by relational needs (vs. efficacy needs).

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来源期刊

Journal of Travel & Tourism Marketing HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

13.50

自引率

8.30%

发文量

期刊介绍： The Journal of Travel & Tourism Marketing (JTTM) is a valuable platform for researchers and managers in the travel and tourism industry. It facilitates the exchange of ideas and provides updates on the latest developments in tourism. JTTM accepts submissions on various topics including marketing management practices, applied research studies, critical reviews, advancements in tourism marketing technologies, and the impact of business and government policies on travel and tourism marketing.