Enhancing service recovery satisfaction with chatbots: The role of humor and informal language
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Multiple studies examine social presence solely through the lens of the CASA without explicitly applying the social presence theory.
“Multiple studies even examine social presence solely through the lens of the CASA without explicitly applying the social presence theory (e.g., Araujo2018; Shams etal.2024).”
From Consumer Response to Anthropomorphism of Text‐Based <scp>AI</scp> Chatbots: A Systematic Literature Review and Future Research Directions (2025) · cites this paper as Shams et al. 2024
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- Authors
- Shams, G., Kim, K. K., & Kim, K.
- Affiliations
- University of South Carolina (US)
- Corresponding author
- Kim, Kawon Kathy
- ORCID
- Shams, Ghazal
- Venue
- International Journal of Hospitality Management
- Publisher
- Elsevier BV
- Published
- 2024-07
- Volume
- 120
- Pages
- 103782
- ISSN
- 0278-4319 (ISSN-L)
- OpenAlex
- W4396852295
- Cited by
- 55
- References
- 71
- Citations by year
- 2026: 25 · 2025: 24 · 2024: 6
- FWCI
- 7.12
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- International Journal of Hospitality Management (publishedVersion)
- Funders
- Dong-A University
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Keywords
- chatbots, humor, colloquial language, service failure, brand equity, failure severity, customer service, text-based chatbots, customer satisfaction
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