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Is a Chatbot More Effective? Investigating the Effect of Service Recovery Agents and Consumer Loss on Consumer Forgiveness.

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Title: Is a Chatbot More Effective? Investigating the Effect of Service Recovery Agents and Consumer Loss on Consumer Forgiveness.
Authors: Fan, Liu1, Li, Shanshan1,2, Wang, Can1, Zhang, Xiaoping2, xiaoping_sdust@163.com
Source: Journal of Theoretical & Applied Electronic Commerce Research; Jan2026, Vol. 21 Issue 1, p35, 26p
Database: Applied Science & Technology Source
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        Value: 10.3390/jtaer21010035
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      – Code: eng
        Text: English
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        PageCount: 26
        StartPage: 35
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      – TitleFull: Is a Chatbot More Effective? Investigating the Effect of Service Recovery Agents and Consumer Loss on Consumer Forgiveness.
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            NameFull: Fan, Liu
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            NameFull: Li, Shanshan
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            NameFull: Wang, Can
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              Text: Jan2026
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              Y: 2026
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