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

Yue Cheng, Lingyun Qiu, Chee-Wee Tan

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationProceedings of the 43 International Conference on Information Systems (ICIS) : Digitization for the Next Generation
EditorsTilo Böhmann, Kai-Lung Hui, Viswanath Venkatesh
Number of pages17
Place of PublicationAtlanta, GA
PublisherAssociation for Information Systems. AIS Electronic Library (AISeL)
Publication date12 Dec 2022
Article number1513
Publication statusPublished - 12 Dec 2022
EventThe 43rd International Conference on Information Systems: ICIS 2022: Digitization for the Next Generation - Copenhagen, Denmark
Duration: 9 Dec 202214 Dec 2022
Conference number: 43


ConferenceThe 43rd International Conference on Information Systems: ICIS 2022
Internet address
SeriesProceedings of the International Conference on Information Systems


  • AI agent
  • Restorative justice
  • Service recovery
  • Costumer service

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