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Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. (2023). Duan, Yucong ; Xing, Xinyu ; Song, Mengmeng ; Zhang, Huixian.
In: Journal of Retailing and Consumer Services.
RePEc:eee:joreco:v:73:y:2023:i:c:s096969892300070x.

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  2. Recovering customer satisfaction after a chatbot service failure €“ The effect of gender. (2025). Witthohn, Lennart ; Rese, Alexandra.
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  3. Chatbots at the frontline: Unveiling antecedents of customers€™ willingness to accept chatbot intervention in service recovery. (2025). Chih, Wen-Hai ; Wang, Kai-Yu ; Banda, Hope Wilfred.
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  5. Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective. (2025). Filieri, Raffaele ; Rokonuzzaman, MD ; Sengupta, Sanchayan ; Jaiswal, Anand Kumar.
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  7. Strategies for Addressing Hallucinations in Generative AI: Exploring the Roles of Politeness, Attribution, and Anthropomorphism. (2024). Lee, Sangwoo ; Kim, Hayeon ; Seo, Sungwoo.
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  8. Scenario-Based Approach to AI’s Agency to Perform Human-Specific Tasks. (2024). Stefana, Pop ; Corina, Pelau ; Ioana, Ciofu.
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  12. Informational or emotional? Exploring the relative effects of chatbots€™ self-recovery strategies on consumer satisfaction. (2024). Chang, Qian ; Zhou, Cheng.
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  16. Service Failure by Human, Service Recovery by AI Chatbot: The Impact of Justice, AI Efficacy on Recovery Effort. (2024). Lee, Won-Jun.
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  17. Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery. (2023). Haupt, Martin ; Rozumowski, Anna ; Freidank, Jan ; Haas, Alexander.
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  9. Customer satisfaction and international business: A multidisciplinary review and avenues for research. (2022). Sharma, Udit ; Tomas, G ; Morgeson, Forrest V ; Fornell, Claes.
    In: Journal of International Business Studies.
    RePEc:pal:jintbs:v:53:y:2022:i:8:d:10.1057_s41267-022-00546-2.

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  10. Beyond anger: A neutralization perspective of customer revenge. (2022). Sun, Yongqiang ; Shen, Xiao-Liang ; Yang, Chaofan.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:146:y:2022:i:c:p:363-374.

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  11. The effect of religiosity on customers response to service failure: Belief‐in‐fate, forgiveness, and emotional wellbeing. (2022). Sarofim, Samer ; Kalliny, Morris ; Tolba, Ahmed.
    In: Journal of Consumer Affairs.
    RePEc:bla:jconsa:v:56:y:2022:i:1:p:465-486.

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  12. Does Materialism Hinder Relational Well-Being? The Role of Culture and Social Motives. (2021). Miyamoto, Yuri ; Evers, Uwana ; Wong, Nancy ; Lee, Julie ; Yoo, Jiah.
    In: Journal of Happiness Studies.
    RePEc:spr:jhappi:v:22:y:2021:i:1:d:10.1007_s10902-020-00227-7.

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  13. Determinants of Consumers’ Willingness to Buy Counterfeit Luxury Products: An Empirical Test of Linear and Inverted U-Shaped Relationship. (2021). Zhao, Shukuan ; Wu, Qiong.
    In: Sustainability.
    RePEc:gam:jsusta:v:13:y:2021:i:3:p:1194-:d:485856.

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  14. Residential Mobility Decreases the Perception of Social Norm Violations. (2020). Xu, Ying ; Luo, Siyang ; Kong, Qianting ; Yu, Meihua ; Huang, Liqin ; Ke, Zijun ; Zhu, Yiyi.
    In: Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement.
    RePEc:spr:soinre:v:148:y:2020:i:3:d:10.1007_s11205-019-02224-7.

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  15. How does cultural self-construal influence regulatory mode?. (2020). Wang, Jessie ; Silvera, David H ; Lalwani, Ashok K.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:117:y:2020:i:c:p:368-377.

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  16. The effectiveness of random discounts for migrating customers to the mobile channel. (2020). Zhang, Sha.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:110:y:2020:i:c:p:272-281.

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  17. Finding the self in chance events. (2020). Briley, Donnel ; Kim, Aekyoung.
    In: International Journal of Research in Marketing.
    RePEc:eee:ijrema:v:37:y:2020:i:4:p:853-867.

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  18. Status demotion in hierarchical loyalty programs and its effects on switching: Identifying mediators and moderators in the Chinese context. (2019). Gao, Yongqiang ; Banik, Shanta ; Rabbanee, Fazlul K.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:96:y:2019:i:c:p:125-134.

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  19. Frontline employees’ nonverbal cues in service encounters: a double-edged sword. (2017). Lee, Yih Hwai ; Foo, Maw-Der ; Ai, Elison.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:45:y:2017:i:5:d:10.1007_s11747-016-0479-4.

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  20. Why it is hard to explain Chinese face?—FACE measurement models and its influence on ecological product preference. (2017). Shi, Zhuomin ; Kuang, Zaoying ; Yang, Ning.
    In: Frontiers of Business Research in China.
    RePEc:spr:fobric:v:11:y:2017:i:1:d:10.1186_s11782-017-0002-x.

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  21. Asia’s materialists: Reconciling collectivism and materialism. (2017). Awanis, Sandra ; Cui, Charles Chi ; Schlegelmilch, Bodo B.
    In: Journal of International Business Studies.
    RePEc:pal:jintbs:v:48:y:2017:i:8:d:10.1057_s41267-017-0096-6.

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  22. Comparative advertisements and schadenfreude: when and why others’ unfortunate choices make us happy. (2017). Kramer, Thomas ; Yucel-Aybat, Ozge.
    In: Marketing Letters.
    RePEc:kap:mktlet:v:28:y:2017:i:4:d:10.1007_s11002-017-9431-8.

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  23. The influence of face on Chinese tourists’ gift purchase behaviour: The moderating role of the gift giver–receiver relationship. (2017). Huang, Songshan ; Gao, Hailian ; Brown, Graham.
    In: Tourism Management.
    RePEc:eee:touman:v:62:y:2017:i:c:p:97-106.

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  24. The impact of other customers and gender on consumer complaint behaviour in the Ecuadorian restaurant setting. (2016). Hubert, Van Hoof ; Pesantez, Loyola Sandra ; Calle, Lituma Sebastian ; Jaramillo, Granda Marlene ; Alei, Fan .
    In: European Journal of Tourism, Hospitality and Recreation.
    RePEc:vrs:ejothr:v:7:y:2016:i:1:p:21-29:n:3.

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  25. A cross-cultural exploration of situated learning and coping. (2015). Bose, Mousumi ; Ye, Lilly.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:24:y:2015:i:c:p:42-50.

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  26. Group service recovery strategies effectiveness: The moderating effects of group size and relational distance. (2014). Zhou, Yuanyuan ; Tsang, Alex S. L., ; Huang, Minxue.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:67:y:2014:i:11:p:2480-2485.

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  27. Does the importance of value, brand and relationship equity for customer loyalty differ between Eastern and Western cultures?. (2014). Zhang, Sha ; Leeflang, Peter S. H., ; van Doorn, Jenny.
    In: International Business Review.
    RePEc:eee:iburev:v:23:y:2014:i:1:p:284-292.

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  28. Cultures impact on consumer complaining responses to embarrassing service failure. (2013). Wan, Lisa C..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:66:y:2013:i:3:p:298-305.

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  29. DISCONFIRMATION AND SATISFACTION IN THE LIGHT OF CULTURE - AN ANALYSIS FOR CHINESE AND U.S. AMERICAN CONSUMERS. (2011). Kruger, Franziska.
    In: FEMM Working Papers.
    RePEc:mag:wpaper:110027.

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