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Artificial intelligence humor in service recovery

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  • Xu, Xing'an
  • Liu, Juan

Abstract

With the growing prevalence of artificial intelligence (AI) technologies in the tourism and hospitality industry, the phenomenon of AI service failure emerges, which merits empirical attention. Via six scenario-based experiments, this study verifies why and how humorous responses from AI agents affect customers' tolerance of AI service failure. Findings confirm the positive impact of humorous response on customer tolerance. Results further reveal the mediating effects of perceived warmth and perceived competence along with boundaries (customer inoculation and time pressure) of the humor effect. These findings enhance knowledge of AI service failure and recovery by delineating the recovery effect of AI agents' humorous responses. This research also offers tourism companies a new tool, humorous response, for resolving AI service failures.

Suggested Citation

  • Xu, Xing'an & Liu, Juan, 2022. "Artificial intelligence humor in service recovery," Annals of Tourism Research, Elsevier, vol. 95(C).
    • Handle: RePEc:eee:anture:v:95:y:2022:i:c:s0160738322000901
    DOI: 10.1016/j.annals.2022.103439
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    References listed on IDEAS

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    8. Lv, Xingyang & Liu, Yue & Luo, Jingjing & Liu, Yuqing & Li, Chunxiao, 2021. "Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure," Annals of Tourism Research, Elsevier, vol. 87(C).
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    Cited by:

    1. Xie, Yuguang & Liang, Changyong & Zhou, Peiyu & Jiang, Li, 2024. "Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    2. Xu, Xing'an & Liu, Juan, 2024. "Promotional games in service recovery: Luck works," Annals of Tourism Research, Elsevier, vol. 105(C).
    3. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    4. Liu, Juan & Xu, Xing'an, 2023. "Humor type and service context shape AI service recovery," Annals of Tourism Research, Elsevier, vol. 103(C).
    5. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    6. Yao, Ruiqi & Qi, Guijie & Wu, Zhiqiang & Sun, Hua & Sheng, Dongfang, 2024. "Digital human calls you dear: How do customers respond to virtual streamers’ social-oriented language in e-commerce livestreaming? A stereotyping perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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