Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory
Mengmeng Song, Huixian Zhang, Xinyu Xing, Yucong Duan
Topics & Concepts
ChatbotPolitenessPoliteness theoryService (business)Service recoveryMechanism (biology)Competence (human resources)PsychologyBusinessFace (sociological concept)MarketingKnowledge managementSocial psychologyInternet privacyService qualityComputer scienceLinguisticsWorld Wide WebPolitical scienceEpistemologyLawPhilosophyAI in Service InteractionsSocial Robot Interaction and HRISentiment Analysis and Opinion Mining