Emotion-regulatory chatbots for enhancing consumer servicing : An interpersonal emotion management approach

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Original languageEnglish
Article number103794
Journal / PublicationInformation and Management
Issue number5
Online published18 Apr 2023
Publication statusPublished - Jul 2023


To reduce service staff's burden in customer servicing and improve the performance of automatic service recovery, we propose an emotion-regulatory chatbot for service recovery applications drawing on interpersonal emotion management (IEM) theory. In addition, we develop a model to examine the underlying mechanisms through which perceived IEM strategies influence consumers’ emotions and behavioral intentions. Our experimental results verify the effectiveness of IEM strategies. We find that appraisals and consumers’ post-recovery emotions sequentially mediate the relationship between perceived emotion regulatory strategies and positive word-of-mouth (PWOM). © 2023 Elsevier B.V.

Research Area(s)

  • Consumer service recovery, Emotion-regulatory chatbots, Interpersonal emotion management