The rise of chatbots: The effect of using chatbot agents on consumers' responses to request rejection
研究了当服务请求被拒绝时，消费者对聊天机器人代理的评价比人类代理更积极，因为消费者对机器人的灵活服务期望较低，从而减少不满。
Abstract This research investigates consumers’ perceptions and evaluations of robot service agents compared with human service agents when service requests are rejected. Six studies were conducted. The results show that when consumers receive a rejection of their service request, they evaluate the service less negatively if the service is handled by a chatbot agent versus a human agent. The reason is that consumers have lower expectations that robots will be able to provide flexible services to them. Consequently, their dissatisfaction with the request rejection is lower when the service is handled by robots. However, the aforementioned effect is not observed (1) when consumers have not experienced the service yet, (2) when their service request has been accepted, or (3) when the service agent conveys emotions to apologize for request rejection.