Dataset for "Human vs. AI Service Recovery: The Mediating Role of Perceived Sincerity in Customer Forgiveness"

This dataset contains survey data from three between-subjects experiments examining how recovery agent type (human versus AI) influences customer forgiveness in AI service failure contexts. Study 1 tests the main effect of recovery agent type and the mediating role of perceived sincerity. Study 2 examines the interaction between recovery agent type and recovery strategy (warmth-oriented versus competence-oriented). Study 3 examines the interaction between recovery agent type and temporal metaphor framing (self-moving versus event-moving). Data were collected from general consumers in China with prior experience using AI customer service.