Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery

Yue Cheng; Lingyun Qiu; Chee-Wee Tan

Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery

Yue Cheng, Lingyun Qiu, Chee-Wee Tan

Institut for Digitalisering

Peking University

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

Abstract

Service failure is inevitable and service providers have a stake in minimizing the adverse consequences of service failure. As companies increasingly deploy Artificial Intelligence (AI) agents to augment or substitute conventional human customer service agents, there are growing scholarly attempts to elucidate the role of AI agents in shaping consumers’ reactions to service recovery. Synthesizing extant literature on service failure and recovery with restorative justice, this study contextualizes restorative justice to service recovery and examine the interplay of recovery components with agent type (AI vs. human) on restorative justice. We then conducted a scenario-based online experiment to validate our hypothesized relationships. Analytical findings point to the positive effects of empathy and remorse on affective restorative justice, but these relationships are attenuated when they are conveyed by AI agents. Insights from this study hence extends our understanding of AI deployment in customer service and yields practical guidelines for AI agent developers.

Originalsprog	Engelsk
Titel	Proceedings of the 43 International Conference on Information Systems (ICIS) : Digitization for the Next Generation
Redaktører	Tilo Böhmann, Kai-Lung Hui, Viswanath Venkatesh
Antal sider	17
Udgivelsessted	Atlanta, GA
Forlag	Association for Information Systems. AIS Electronic Library (AISeL)
Publikationsdato	12 dec. 2022
Artikelnummer	1513
Status	Udgivet - 12 dec. 2022
Begivenhed	The 43rd International Conference on Information Systems: ICIS 2022: Digitization for the Next Generation - Copenhagen, Danmark Varighed: 9 dec. 2022 → 14 dec. 2022 Konferencens nummer: 43 https://icis2022.aisconferences.org/

Konference

Konference	The 43rd International Conference on Information Systems: ICIS 2022
Nummer	43
Land/Område	Danmark
By	Copenhagen
Periode	09/12/2022 → 14/12/2022
Internetadresse	https://icis2022.aisconferences.org/

Navn	Proceedings of the International Conference on Information Systems
ISSN	0000-0033

Emneord

AI agent
Restorative justice
Service recovery
Costumer service

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Citationsformater

Cheng, Y., Qiu, L., & Tan, C.-W. (2022). Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. I T. Böhmann, K.-L. Hui, & V. Venkatesh (red.), Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation Artikel 1513 Association for Information Systems. AIS Electronic Library (AISeL). https://aisel.aisnet.org/icis2022/ai_business/ai_business/6/

Cheng, Yue ; Qiu, Lingyun ; Tan, Chee-Wee. / Restoring Justice : The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation. red. / Tilo Böhmann ; Kai-Lung Hui ; Viswanath Venkatesh. Atlanta, GA : Association for Information Systems. AIS Electronic Library (AISeL), 2022. (Proceedings of the International Conference on Information Systems).

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title = "Restoring Justice: The Moderating Role of AI Agent in Consumers{\textquoteright} Reactions to Service Recovery",

abstract = "Service failure is inevitable and service providers have a stake in minimizing the adverse consequences of service failure. As companies increasingly deploy Artificial Intelligence (AI) agents to augment or substitute conventional human customer service agents, there are growing scholarly attempts to elucidate the role of AI agents in shaping consumers{\textquoteright} reactions to service recovery. Synthesizing extant literature on service failure and recovery with restorative justice, this study contextualizes restorative justice to service recovery and examine the interplay of recovery components with agent type (AI vs. human) on restorative justice. We then conducted a scenario-based online experiment to validate our hypothesized relationships. Analytical findings point to the positive effects of empathy and remorse on affective restorative justice, but these relationships are attenuated when they are conveyed by AI agents. Insights from this study hence extends our understanding of AI deployment in customer service and yields practical guidelines for AI agent developers.",

keywords = "AI agent, Restorative justice, Service recovery, Costumer service, AI agent, Restorative justice, Service recovery, Costumer service",

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booktitle = "Proceedings of the 43 International Conference on Information Systems (ICIS)",

publisher = "Association for Information Systems. AIS Electronic Library (AISeL)",

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Cheng, Y, Qiu, L & Tan, C-W 2022, Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. i T Böhmann, K-L Hui & V Venkatesh (red), Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation., 1513, Association for Information Systems. AIS Electronic Library (AISeL), Atlanta, GA, Proceedings of the International Conference on Information Systems, The 43rd International Conference on Information Systems: ICIS 2022, Copenhagen, Danmark, 09/12/2022. <https://aisel.aisnet.org/icis2022/ai_business/ai_business/6/>

Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. / Cheng, Yue; Qiu, Lingyun; Tan, Chee-Wee.
Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation. red. / Tilo Böhmann; Kai-Lung Hui; Viswanath Venkatesh. Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL), 2022. 1513 (Proceedings of the International Conference on Information Systems).

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

TY - GEN

T1 - Restoring Justice

T2 - The 43rd International Conference on Information Systems: ICIS 2022

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AU - Tan, Chee-Wee

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N2 - Service failure is inevitable and service providers have a stake in minimizing the adverse consequences of service failure. As companies increasingly deploy Artificial Intelligence (AI) agents to augment or substitute conventional human customer service agents, there are growing scholarly attempts to elucidate the role of AI agents in shaping consumers’ reactions to service recovery. Synthesizing extant literature on service failure and recovery with restorative justice, this study contextualizes restorative justice to service recovery and examine the interplay of recovery components with agent type (AI vs. human) on restorative justice. We then conducted a scenario-based online experiment to validate our hypothesized relationships. Analytical findings point to the positive effects of empathy and remorse on affective restorative justice, but these relationships are attenuated when they are conveyed by AI agents. Insights from this study hence extends our understanding of AI deployment in customer service and yields practical guidelines for AI agent developers.

AB - Service failure is inevitable and service providers have a stake in minimizing the adverse consequences of service failure. As companies increasingly deploy Artificial Intelligence (AI) agents to augment or substitute conventional human customer service agents, there are growing scholarly attempts to elucidate the role of AI agents in shaping consumers’ reactions to service recovery. Synthesizing extant literature on service failure and recovery with restorative justice, this study contextualizes restorative justice to service recovery and examine the interplay of recovery components with agent type (AI vs. human) on restorative justice. We then conducted a scenario-based online experiment to validate our hypothesized relationships. Analytical findings point to the positive effects of empathy and remorse on affective restorative justice, but these relationships are attenuated when they are conveyed by AI agents. Insights from this study hence extends our understanding of AI deployment in customer service and yields practical guidelines for AI agent developers.

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KW - Costumer service

KW - AI agent

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KW - Service recovery

KW - Costumer service

M3 - Article in proceedings

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BT - Proceedings of the 43 International Conference on Information Systems (ICIS)

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A2 - Hui, Kai-Lung

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PB - Association for Information Systems. AIS Electronic Library (AISeL)

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Cheng Y, Qiu L, Tan CW. Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. I Böhmann T, Hui KL, Venkatesh V, red., Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation. Atlanta, GA: Association for Information Systems. AIS Electronic Library (AISeL). 2022. 1513. (Proceedings of the International Conference on Information Systems).