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

Department of Digitalization

Peking University

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › 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.

Original language	English
Title of host publication	Proceedings of the 43 International Conference on Information Systems (ICIS) : Digitization for the Next Generation
Editors	Tilo Böhmann, Kai-Lung Hui, Viswanath Venkatesh
Number of pages	17
Place of Publication	Atlanta, GA
Publisher	Association for Information Systems. AIS Electronic Library (AISeL)
Publication date	12 Dec 2022
Article number	1513
Publication status	Published - 12 Dec 2022
Event	The 43rd International Conference on Information Systems: ICIS 2022: Digitization for the Next Generation - Copenhagen, Denmark Duration: 9 Dec 2022 → 14 Dec 2022 Conference number: 43 https://icis2022.aisconferences.org/

Conference

Conference	The 43rd International Conference on Information Systems: ICIS 2022
Number	43
Country/Territory	Denmark
City	Copenhagen
Period	09/12/2022 → 14/12/2022
Internet address	https://icis2022.aisconferences.org/

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

Keywords

AI agent
Restorative justice
Service recovery
Costumer service

Access to Document

https://aisel.aisnet.org/icis2022/ai_business/ai_business/6/Licence: Unspecified

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Cite this

Cheng, Y., Qiu, L., & Tan, C.-W. (2022). Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. In T. Böhmann, K.-L. Hui, & V. Venkatesh (Eds.), Proceedings of the 43 International Conference on Information Systems (ICIS): Digitization for the Next Generation Article 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. editor / 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.",

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

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

note = "The 43rd International Conference on Information Systems: ICIS 2022 : Digitization for the Next Generation, ICIS 2022 ; Conference date: 09-12-2022 Through 14-12-2022",

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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. in T Böhmann, K-L Hui & V Venkatesh (eds), 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, Denmark, 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. ed. / 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).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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T1 - Restoring Justice

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

AU - Cheng, Yue

AU - Qiu, Lingyun

AU - Tan, Chee-Wee

N1 - Conference code: 43

PY - 2022/12/12

Y1 - 2022/12/12

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 - AI agent

KW - Restorative justice

KW - Service recovery

KW - Costumer service

M3 - Article in proceedings

T3 - Proceedings of the International Conference on Information Systems

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

A2 - Böhmann, Tilo

A2 - Hui, Kai-Lung

A2 - Venkatesh, Viswanath

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

CY - Atlanta, GA

Y2 - 9 December 2022 through 14 December 2022

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Cheng Y, Qiu L, Tan CW. Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery. In Böhmann T, Hui KL, Venkatesh V, editors, 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).