Chatbot Paper Data

This study explores how specific traits of chatbots—such as warmth, competence, and anthropomorphism—affect consumers’ willingness to forgive service failures, with a particular focus on how the severity of the failure moderates this relationship. As the use of conversational AI continues to expand in service environments, understanding how chatbot characteristics shape consumer reactions provides critical insights for both researchers and practitioners in the fields of information technology, management, and human-computer interaction.