近幾年隨著數位時代的來臨及人工智慧的興起，聊天機器人逐漸成為企業的虛擬客服以減輕成本並增加溝通效率，這使得人們開始注意到聊天機器人所造成之失誤，而其失誤將影響消費者的最終再使用意願之行為，其中聊天機器人頭貼的類型以及使用的表情符號在服務失誤之下，會如何影響消費者後續行為，成為許多學者相繼研究重點。然而，過去雖有文獻針對聊天機器人服務失誤做研究，但卻較少以聊天機器人笑容類型進行近一步的探討。因此本研究欲以聊天機器人笑容類型為基礎，探討在服務失誤之下，其笑容類型會如何影響消費者的服務失誤後的負面情緒，進而影響再使用意願。同時本研究更納入服務失誤後極為關鍵的回應方式－幽默、非幽默及謝謝、對不起，期望進行更深入之探討。
本研究採實驗法進行，透過三個實驗檢驗七個假說，以釐清服務失誤下聊天機器人笑容類型對消費者的影響機制。實驗一探討服務失誤下，不同笑容類型對於消費者負面情緒之影響與作用機制，及笑容類型對消費者的績效預期之影響，採單因子組間設計；實驗二則延續實驗一的結果，並額外檢驗服務失誤回應（幽默 vs. 非幽默）之搭配效果，以2（笑容類型：微笑 vs. 燦笑）x2（服務失誤回應：幽默 vs. 非幽默）雙因子組間設計；實驗三採用2（笑容類型：微笑 vs. 燦笑）x2（服務失誤回應：幽默 vs. 非幽默）x2（服務失誤回應：謝謝 vs. 對不起）之三因子組間設計。研究結果顯示，在服務失誤下，燦笑更能減少消費者負面情緒。而聊天機器人頭貼笑容類型會透過績效預期及負面情緒所中介，進而影響後續消費者行為。此外，雖笑容類型與服務失誤回應間不具有交互作用，但實驗結果證實，服務失誤下，聊天機器人頭貼為燦笑搭配幽默回應時，會減緩消費者對失誤的負面情緒，而頭貼燦笑及服物失誤回應為謝謝時，也能減緩消費者的負面情緒，當燦笑配上幽默及謝謝回應時，能緩解消費者負面情緒。本研究結果能幫助學界對服務失誤下聊天機器人的研究更加瞭解，也能作為行銷人員及設計聊天機器人時，作為一項可參考的實務指引。

In recent years, with the advent of the digital age and the rise of artificial intelligence, chatbots have become virtual customer service agents for businesses, reducing costs and increasing communication efficiency. This has led to awareness of errors caused by chatbots, affecting consumers' reuse intentions. Researchers have focused on how the type of chatbot avatar and the use of emojis influence consumer behavior following service failures. However, limited exploration has been done on the impact of different types of chatbot smiles. This study aims to investigate how the type of chatbot smile affects consumers' negative emotions after a service failure and influences their reuse intentions, incorporating critical response strategies: humor, non-humor, thank you, and sorry.
This research uses experimental methods to test seven hypotheses through three experiments to clarify the impact mechanism of different types of chatbot smiles on consumers during service failures. Experiment 1 explores the effects and mechanisms of different smiles on consumers' negative emotions and performance expectations using a single-factor between-subjects design. Experiment 2 examines the effect of service failure responses (humor vs. non-humor) in a 2x2 between-subjects design. Experiment 3 employs a 2x2x2 design with smile type, humor, and service failure responses ("thank you" vs. "sorry"). Results indicate that a broad smile more effectively reduces consumers' negative emotions during service failures. The type of chatbot smile influences subsequent consumer behavior through performance expectations and negative emotions. Although there is no interaction between smile type and service failure response, a broad smile combined with humor or "thank you" response alleviates negative emotions. These findings provide a deeper understanding of chatbots in service failures and offer practical guidelines for marketers and chatbot designers.

論文審訂書 ii
誌謝 iii
摘要 iv
Abstract v
圖目錄 vii
表目錄 viii
第壹章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 5
第貳章 文獻回顧 7
第一節 聊天機器人 7
第二節 臉部表情 11
第三節 服務失誤 15
第四節 服務失誤回應 19
第五節 負面情緒 23
第六節 績效預期 25
第七節 再使用意願 25
第參章 研究架構與假說推論 27
第一節 研究架構 27
第二節 研究假說 27
第肆章 實驗一 35
第一節 研究方法 35
第二節 分析結果 41
第伍章 實驗二 49
第一節 研究方法 49
第二節 分析結果 56
第陸章 實驗三 67
第一節 研究方法 67
第二節 分析結果 72
第柒章 結論與建議 89
第一節 研究發現與討論 89
第二節 理論意涵 96
第三節 實務貢獻 97
第四節 研究限制與未來方向 99
參考文獻 101
附錄 117

Achrol ppp, R. S., & Kotler, P. (1999). Marketing in the network economy. Journal of Marketing, 63(4_suppl1), 146-163.
Adam, M., Wessel, M., & Benlian, A. (2021). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2), 427-445.
Ahmad, S. N., & Laroche, M. (2015). How do expressed emotions affect the helpfulness of a product review? Evidence from reviews using latent semantic analysis. International Journal of Electronic Commerce, 20(1), 76-111.
Ahn, T., Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & management, 44(3), 263-275.
Algoe, S. B., Kurtz, L. E., & Hilaire, N. M. (2016). Putting the “you” in “thank you” examining other-praising behavior as the active relational ingredient in expressed gratitude. Social Psychological and Personality Science, 7(7), 658-666.
Ambady, N., Krabbenhoft, M. A., & Hogan, D. (2006). The 30‐sec sale: Using thin‐slice judgments to evaluate sales effectiveness. Journal of Consumer Psychology, 16(1), 4-13.
Ambady, N., & Rosenthal, R. (1992). Thin slices of expressive behavior as predictors of interpersonal consequences: A meta-analysis. Psychological bulletin, 111(2), 256.
Ames, D. L., Fiske, S. T., & Todorov, A. T. (2011). 28 Impression Formation: A Focus on Others’ Intents. The Oxford handbook of social neuroscience, 419.
Androutsopoulou, A., Karacapilidis, N., Loukis, E., & Charalabidis, Y. (2019). Transforming the communication between citizens and government through AI-guided chatbots. Government information quarterly, 36(2), 358-367.
Andrzejewski, S. A., & Mooney, E. C. (2016). Service with a smile: does the type of smile matter? Journal of Retailing and Consumer Services, 29, 135-141.
Armstrong, G., & Kolter, P. (2003). Consumer and Business Buyer Behavior. Marketing an Introduction. Sixth Edition Hrsg. New Jersey: Pearson Education, 189-232.
Azemi, Y., Ozuem, W., Howell, K. E., & Lancaster, G. (2019). An exploration into the practice of online service failure and recovery strategies in the Balkans. Journal of Business Research, 94, 420-431.
Azizan, N. S., & Yusr, M. M. (2019). The influence of customer satisfaction, brand trust, and brand image towards customer loyalty. International Journal of Entrepreneurship and Management Practices, 2(7), 93-108.
Bagherzadeh, R., Rawal, M., Wei, S., & Torres, J. L. S. (2020). The journey from customer participation in service failure to co-creation in service recovery. Journal of Retailing and Consumer Services, 54, 102058.
Bagozzi, R. P. (1975). Marketing as exchange. Journal of Marketing, 39(4), 32-39.
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the academy of Marketing Science, 27(2), 184-206.
Baker, T. L., Meyer, T., & Johnson, J. D. (2008). Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias. Journal of the academy of Marketing Science, 36, 552-564.
Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960-982.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of management journal, 49(6), 1229-1238.
Barnes, S. J., & Kirshner, S. N. (2021). Understanding the impact of host facial characteristics on Airbnb pricing: Integrating facial image analytics into tourism research. Tourism Management, 83, 104235.
Berger, J., & Webster Jr, M. (2006). Expectations, Status, and Behavior. Stanford University Press.
Bergeron, J., & Vachon, M. A. (2008). The effects of humour usage by financial advisors in sales encounters. International Journal of Bank Marketing, 26(6), 376-398.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 351-370.
Bonifield, C., & Cole, C. (2007). Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters, 18, 85-99.
Bos, N., Olson, J., Gergle, D., Olson, G., & Wright, Z. (2002). Effects of four computer-mediated communications channels on trust development. Proceedings of the SIGCHI conference on human factors in computing systems,
Boshoff, C. (1997). An experimental study of service recovery options. International Journal of service industry management, 8(2), 110-130.
Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. Internet Science: 4th International Conference, INSCI 2017, Thessaloniki, Greece, November 22-24, 2017, Proceedings 4,
Bromme, R., Brummernhenrich, B., Becker, B.-M., & Jucks, R. (2012). The effects of politeness-related instruction on medical tutoring. Communication Education, 61(4), 358-379.
Buck, R. (1980). Nonverbal behavior and the theory of emotion: the facial feedback hypothesis. Journal of personality and social psychology, 38(5), 811.
Cai, R., & Qu, H. (2018). Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts. Journal of Hospitality Marketing & Management, 27(3), 323-345.
Calvo-Porral, C., & Lévy-Mangin, J.-P. (2015). Smooth operators? Drivers of customer satisfaction and switching behavior in virtual and traditional mobile services. Revista Española de Investigación de Marketing ESIC, 19(2), 124-138.
Castillo, D., Canhoto, A. I., & Said, E. (2021). The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective. The Service Industries Journal, 41(13-14), 900-925.
Chaves, A. P., & Gerosa, M. A. (2021). How should my chatbot interact? A survey on social characteristics in human–chatbot interaction design. International Journal of Human–Computer Interaction, 37(8), 729-758.
Chebat, J.-C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5), 664-673.
Cheng, Y., Qiu, L., & Pang, J. (2020). Effects of avatar cuteness on users’ perceptions of system errors in anthropomorphic interfaces. HCI in Business, Government and Organizations: 7th International Conference, HCIBGO 2020, Held as Part of the 22nd HCI International Conference, HCII 2020, Copenhagen, Denmark, July 19–24, 2020, Proceedings 22,
Chiew, T. M., Mathies, C., & Patterson, P. (2019). The effect of humour usage on customer’s service experiences. Australian Journal of Management, 44(1), 109-127.
Choi, Y., & Sun, L. (2016). Reuse intention of third-party online payments: A focus on the sustainable factors of Alipay. Sustainability, 8(2), 147.
Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587-595.
Constine, J. (2016). How Facebook news feed works. Tech Crunch, 6.
Cooper, C. D. (2005). Just joking around? Employee humor expression as an ingratiatory behavior. Academy of management review, 30(4), 765-776.
Crolic, C., Thomaz, F., Hadi, R., & Stephen, A. T. (2022). Blame the bot: Anthropomorphism and anger in customer–chatbot interactions. Journal of Marketing, 86(1), 132-148.
Cuddy, A. J., Fiske, S. T., Kwan, V. S., Glick, P., Demoulin, S., Leyens, J. P., Bond, M. H., Croizet, J. C., Ellemers, N., & Sleebos, E. (2009). Stereotype content model across cultures: Towards universal similarities and some differences. British journal of social psychology, 48(1), 1-33.
Cuddy, A. J., Glick, P., & Beninger, A. (2011). The dynamics of warmth and competence judgments, and their outcomes in organizations. Research in organizational behavior, 31, 73-98.
Cuddy, A. J., Wolf, E. B., Glick, P., Crotty, S., Chong, J., & Norton, M. I. (2015). Men as cultural ideals: Cultural values moderate gender stereotype content. Journal of personality and social psychology, 109(4), 622.
Cummings, J. J., & Bailenson, J. N. (2016). How immersive is enough? A meta-analysis of the effect of immersive technology on user presence. Media psychology, 19(2), 272-309.
Dahri, N. W., Tjahjono, H. K., Muafi, M., & Prajogo, W. (2023). The Influence of Workplace Envy on Turnover Intention: The Mediating Role of Negative Emotion and Perception of Injustice. Calitatea, 24(193), 28-38.
Darby, B. W., & Schlenker, B. R. (1982). Children's reactions to apologies. Journal of personality and social psychology, 43(4), 742.
Darwin, C. (1888). The descent of man: and selection in relation to sex. John Murray, Albemarle Street.
De Koning, E., & Weiss, R. L. (2002). The relational humor inventory: Functions of humor in close relationships. American Journal of Family Therapy, 30(1), 1-18.
Dilmegani, C. (2021). Why natural languages are hard & why chatbots still fail in 2021. AI Multiple.
Dippold, D., Lynden, J., Shrubsall, R., & Ingram, R. (2020). A turn to language: How interactional sociolinguistics informs the redesign of prompt: response chatbot turns. Discourse, Context & Media, 37, 100432.
Ditto, P. H., & Lopez, D. F. (1992). Motivated skepticism: Use of differential decision criteria for preferred and nonpreferred conclusions. Journal of personality and social psychology, 63(4), 568.
Dole, A., Sansare, H., Harekar, R., & Athalye, S. (2015). Intelligent chat bot for banking system. International Journal of Emerging Trends & Technology in Computer Science (IJETTCS), 4(5), 49-51.
Dolen, W. d. R., Ko, & Streukens, S. (2008). The effect of humor in electronic service encounters. Journal of Economic Psychology, 29(2), 160-179.
Du, J., Fan, X., & Feng, T. (2010). An experimental investigation of the role of face in service failure and recovery encounters. Journal of Consumer Marketing, 27(7), 584-593.
Edwards, C., Stoll, B., Faculak, N., & Karman, S. (2015). Social presence on LinkedIn: Perceived credibility and interpersonal attractiveness based on user profile picture. Online Journal of Communication and Media Technologies, 5(4), 102-115.
Ekman, P. (1992). An argument for basic emotions. Cognition & Emotion, 6(3-4), 169-200.
Ekman, P. (1993). Facial expression and emotion. American psychologist, 48(4), 384.
Ekman, P., Freisen, W. V., & Ancoli, S. (1980). Facial signs of emotional experience. Journal of personality and social psychology, 39(6), 1125.
Ekman, P., & Friesen, W. V. (1982). Felt, false, and miserable smiles. Journal of nonverbal behavior, 6, 238-252.
Ekman, P., Friesen, W. V., & Ancoli, S. (2001). Facial signs of emotional experience.
Fagerstrøm, A., Pawar, S., Sigurdsson, V., Foxall, G. R., & Yani-de-Soriano, M. (2017). That personal profile image might jeopardize your rental opportunity! On the relative impact of the seller's facial expressions upon buying behavior on Airbnb™. Computers in Human Behavior, 72, 123-131.
Fan, H., Han, B., & Gao, W. (2022). (Im) Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices. Journal of Retailing and Consumer Services, 66, 102937.
Fishbein, M., & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research.
Fiske, S., Cuddy, A., Xu, J., & Glick, P. (2002). A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition.< i> Journal of Personality and Social Psychology, 82</i>(6), 878-902. In.
Fiske, S. T., Cuddy, A. J., & Glick, P. (2007). Universal dimensions of social cognition: Warmth and competence. Trends in cognitive sciences, 11(2), 77-83.
Fiske, S. T., Cuddy, A. J., Glick, P., & Xu, J. (2018). A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition. In Social cognition (pp. 162-214). Routledge.
Fonberg, E. (1986). Amygdala, emotions, motivation, and depressive states. In Biological Foundations of Emotion (pp. 301-331). Elsevier.
Ford, H., & Hutchinson, J. (2019). Newsbots that mediate journalist and audience relationships. Digital Journalism, 7 (8), 1013-1031. In.
Fournier, S., & Alvarez, C. (2012). Brands as relationship partners: Warmth, competence, and in-between. Journal of Consumer Psychology, 22(2), 177-185.
Fragopanagos, N., & Taylor, J. G. (2005). Emotion recognition in human–computer interaction. Neural Networks, 18(4), 389-405.
Frank, M. G., Ekman, P., & Friesen, W. V. (1993). Behavioral markers and recognizability of the smile of enjoyment. Journal of personality and social psychology, 64(1), 83.
Frijda, N. H. (1986). The emotions. Cambridge University Press.
Gao, M., Liu, X., Xu, A., & Akkiraju, R. (2021). Chatbot or Chat-Blocker: Predicting chatbot popularity before deployment. Designing Interactive Systems Conference 2021,
Gao, Y. L., & Mattila, A. S. (2014). Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive. International journal of hospitality management, 42, 20-31.
Gao, Y. L., & Mattila, A. S. (2017). The impact of stereotyping on consumers' food choices. Journal of Business Research, 81, 80-85.
Gonzalez, L., & Loureiro, Y. K. (2014). When can a photo increase credit? The impact of lender and borrower profiles on online peer-to-peer loans. Journal of Behavioral and Experimental Finance, 2, 44-58.
Gracia, E., Bakker, A. B., & Grau, R. M. (2011). Positive emotions: The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458-465.
Grant, A. M., & Gino, F. (2010). A little thanks goes a long way: Explaining why gratitude expressions motivate prosocial behavior. Journal of personality and social psychology, 98(6), 946.
Grice, H. P. (1975). Logic and conversation. In Speech acts (pp. 41-58). Brill.
Griffith, E., & Simonite, T. (2018). Facebook’s virtual assistant M is dead. So are chatbots. Wired Business, 8.
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management, 11(4-6), 509-514.
Gulas, C. S., & Weinberger, M. G. (2006). Humor in advertising: A comprehensive analysis. ME Sharpe.
Gunnery, S. D., & Hall, J. A. (2015). The expression and perception of the Duchenne smile. The social psychology of nonverbal communication, 114-133.
Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169.
Hack, T. (2014). Forming impressions: effects of facial expression and gender stereotypes. Psychological reports, 114(2), 557-571.
Hadley, C. N. (2014). Emotional roulette? Symmetrical and asymmetrical emotion regulation outcomes from coworker interactions about positive and negative work events. Human Relations, 67(9), 1073-1094.
Hailpern, J., Huber, M., & Calvo, R. (2020). How impactful is presentation in email? the effect of avatars and signatures. ACM Transactions on Interactive Intelligent Systems (TiiS), 10(3), 1-26.
Han, T.-Y., Bi, J.-W., Wei, Z.-H., & Yao, Y. (2024). Visual cues and consumer's booking intention in P2P accommodation: Exploring the role of social and emotional signals from hosts' profile photos. Tourism Management, 102, 104884.
Harker, L., & Keltner, D. (2001). Expressions of positive emotion in women's college yearbook pictures and their relationship to personality and life outcomes across adulthood. Journal of personality and social psychology, 80(1), 112.
Harrison-Walker, L. J. (2019). The critical role of customer forgiveness in successful service recovery. Journal of Business Research, 95, 376-391.
Heine, S. J., Lehman, D. R., Markus, H. R., & Kitayama, S. (1999). Is there a universal need for positive self-regard? Psychological review, 106(4), 766.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
Hodgins, H. S., & Liebeskind, E. (2003). Apology versus defense: Antecedents and consequences. Journal of Experimental Social Psychology, 39(4), 297-316.
Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of services marketing, 9(2), 49-61.
Holoien, D. S., & Fiske, S. T. (2013). Downplaying positive impressions: Compensation between warmth and competence in impression management. Journal of Experimental Social Psychology, 49(1), 33-41.
Holtgraves, T., Ross, S. J., Weywadt, C., & Han, T. (2007). Perceiving artificial social agents. Computers in Human Behavior, 23(5), 2163-2174.
Hong, J.-W., & Williams, D. (2019). Racism, responsibility and autonomy in HCI: Testing perceptions of an AI agent. Computers in Human Behavior, 100, 79-84.
Hossain, M. S., Rahman, M. F., Uddin, M. K., & Hossain, M. K. (2022). Customer sentiment analysis and prediction of halal restaurants using machine learning approaches. Journal of Islamic Marketing(ahead-of-print).
Hu, Y., Min, H., & Su, N. (2021). How sincere is an apology? Recovery satisfaction in a robot service failure context. Journal of Hospitality & Tourism Research, 45(6), 1022-1043.
Huang, M., Ali, R., & Liao, J. (2017). The effect of user experience in online games on word of mouth: A pleasure-arousal-dominance (PAD) model perspective. Computers in Human Behavior, 75, 329-338.
Huang, M.-H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of service research, 21(2), 155-172.
Huang, R., & Ha, S. (2020). The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms. Journal of Business Research, 121, 616-627.
Huang, Y.-S. S., & Dootson, P. (2022). Chatbots and service failure: When does it lead to customer aggression. Journal of Retailing and Consumer Services, 68, 103044.
Intelligence, M. (2021). Smart Homes Market-Growth, Trends, Covid-19 Impact, and Forecast (2021-2026). In.
Izard, C. E. (1991). The psychology of emotions. Springer Science & Business Media.
Janssen, A., Cardona, D. R., Passlick, J., & Breitner, M. H. (2022). How to Make chatbots productive–A user-oriented implementation framework. International Journal of Human-Computer Studies, 168, 102921.
Johanson, D. L., Ahn, H. S., Lim, J., Lee, C., Sebaratnam, G., MacDonald, B. A., & Broadbent, E. (2020). Use of humor by a healthcare robot positively affects user perceptions and behavior.
Jones, E. E. (1990). Interpersonal perception. WH Freeman/Times Books/Henry Holt & Co.
Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71-82.
Keltner, D., & Haidt, J. (1999). Social functions of emotions at four levels of analysis. Cognition & Emotion, 13(5), 505-521.
Kim, I., & Cho, M. (2014). The impact of brand relationship and attributions on passenger response to service failure. Asia Pacific Journal of Tourism Research, 19(12), 1441-1462.
Kim, S. Y., Schmitt, B. H., & Thalmann, N. M. (2019). Eliza in the uncanny valley: Anthropomorphizing consumer robots increases their perceived warmth but decreases liking. Marketing Letters, 30, 1-12.
Kim, T., & Song, H. (2021). How should intelligent agents apologize to restore trust? Interaction effects between anthropomorphism and apology attribution on trust repair. Telematics and Informatics, 61, 101595.
Kim, Y. S., & Baker, M. A. (2019). Observer reactions to other customer incivility: Emotional labor, gratitude, loyalty to employee and tipping intention. International Journal of Contemporary Hospitality Management, 31(3), 1292-1308.
Klein, W. M., Blier, H. K., & Janze, A. M. (2001). Maintaining positive self-evaluations: Reducing attention to diagnostic but unfavorable social comparison information when general self-regard is salient. Motivation and Emotion, 25, 23-40.
Klopfenstein, L. C., Delpriori, S., Malatini, S., & Bogliolo, A. (2017). The rise of bots: A survey of conversational interfaces, patterns, and paradigms. Proceedings of the 2017 conference on designing interactive systems,
Kobel, S., & Groeppel-Klein, A. (2021). No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations. Journal of Business Research, 132, 260-269.
Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513-537.
Kolbl, Ž., Arslanagic-Kalajdzic, M., & Diamantopoulos, A. (2019). Stereotyping global brands: is warmth more important than competence? Journal of Business Research, 104, 614-621.
Kramer-Moore, D., & Moore, M. (2003). Pardon me for breathing: Seven types of apology. ETC: A review of general semantics, 60(2), 160-169.
Kuang, D., Ma, B., & Wang, H. (2022). The relative impact of advertising and referral reward programs on the post-consumption evaluations in the context of service failure. Journal of Retailing and Consumer Services, 65, 102849.
Lazarus, R. S. (1991). Emotion and adaptation. Oxford University Press.
Leah, R., Bone, A., Selcuk, A., Lankin, M., Rahman, M., Clare, A., Reade, G., Felix, F., De Vero, J., & Wang, X. (2021). Commercialization of the Ceres power SteelCell® Technology: latest update. ECS Transactions, 103(1), 679.
Leary, M. R., & Baumeister, R. F. (2000). The nature and function of self-esteem: Sociometer theory. In Advances in experimental social psychology (Vol. 32, pp. 1-62). Elsevier.
Lee, C. H., & Cranage, D. A. (2014). Toward understanding consumer processing of negative online word-of-mouth communication: the roles of opinion consensus and organizational response strategies. Journal of Hospitality & Tourism Research, 38(3), 330-360.
Lee, J., & Lee, D. (2023). User perception and self-disclosure towards an AI psychotherapy chatbot according to the anthropomorphism of its profile picture. Telematics and Informatics, 85, 102052.
Lee, J., & Shrum, L. (2012). Conspicuous consumption versus charitable behavior in response to social exclusion: A differential needs explanation. Journal of Consumer Research, 39(3), 530-544.
Lee, J.-g., & Lee, K. M. (2022). Polite speech strategies and their impact on drivers’ trust in autonomous vehicles. Computers in Human Behavior, 127, 107015.
Lei, S. I., Shen, H., & Ye, S. (2021). A comparison between chatbot and human service: customer perception and reuse intention. International Journal of Contemporary Hospitality Management, 33(11), 3977-3995.
Leung, X. Y., & Wen, H. (2021). How emotions affect restaurant digital ordering experiences: a comparison of three ordering methods. Journal of Hospitality and Tourism Technology, 12(3), 439-453.
Li, M., & Wang, R. (2023). Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand. Journal of Retailing and Consumer Services, 71, 103209.
Liu, B., & Sundar, S. S. (2018). Should machines express sympathy and empathy? Experiments with a health advice chatbot. Cyberpsychology, Behavior, and Social Networking, 21(10), 625-636.
Liu, D., Lv, Y., & Huang, W. (2023). How do consumers react to chatbots' humorous emojis in service failures. Technology in Society, 73, 102244.
Liu, J. (2022). Artificial intelligence humor in service recovery. Annals of Tourism Research, 95, 103439.
Liu, L., Preotiuc-Pietro, D., Samani, Z. R., Moghaddam, M. E., & Ungar, L. (2016). Analyzing personality through social media profile picture choice. Proceedings of the International AAAI Conference on Web and Social Media,
Lu, L., Mody, M., & Andajigarmaroudi, S. (2020). Exploring guest response towards service failure in home-sharing: service presence and consumption motivation. International journal of hospitality management, 87, 102498.
Lubbe, I., & Ngoma, N. (2021). Useful chatbot experience provides technological satisfaction: An emerging market perspective. South African Journal of Information Management, 23(1), 1-8.
Lucas, G. M., Gratch, J., King, A., & Morency, L.-P. (2014). It’s only a computer: Virtual humans increase willingness to disclose. Computers in Human Behavior, 37, 94-100.
Luo, X., Chen, H.-H., & Guo, Q. (2022). Semantic communications: Overview, open issues, and future research directions. IEEE Wireless Communications, 29(1), 210-219.
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937-947.
Lussier, B., Grégoire, Y., & Vachon, M.-A. (2017). The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad. Industrial Marketing Management, 65, 168-181.
Lussier, R. N. (2017). Human relations in organizations: Applications and skill building. McGraw-Hill.
Lv, X., Liu, Y., Luo, J., Liu, Y., & Li, C. (2021). Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure. Annals of Tourism Research, 87, 103114.
Lv, X., Yang, Y., Qin, D., Cao, X., & Xu, H. (2022). Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention. Computers in Human Behavior, 126, 106993.
Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451-466.
Martin, D. M., Rich, C. O., & Gayle, B. M. (2004). Humor works: Communication style and humor functions in manager/subordinate relationships.
Martin, R. A., & Ford, T. (2018). The psychology of humor: An integrative approach. Academic press.
Martin, R. A., Puhlik-Doris, P., Larsen, G., Gray, J., & Weir, K. (2003). Individual differences in uses of humor and their relation to psychological well-being: Development of the Humor Styles Questionnaire. Journal of research in personality, 37(1), 48-75.
Mathies, C., Chiew, T. M., & Kleinaltenkamp, M. (2016). The antecedents and consequences of humour for service: A review and directions for research. Journal of Service Theory and Practice, 26(2), 137-162.
Mattila, A. S., Cho, W., & Ro, H. (2009). THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS'POST‐RECOVERY SATISFACTION. Journal of Travel & Tourism Marketing, 26(2), 120-128.
Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89-107.
McCullough, M. E., Pargament, K. I., & Thoresen, C. E. (2000). Forgiveness: Theory, research, and practice. Guilford Press.
Meeker, B. F., & Weitzel-O'Neill, P. A. (1977). Sex roles and interpersonal behavior in task-oriented groups. American Sociological Review, 91-105.
Mehu, M., & Dunbar, R. I. (2008). Naturalistic observations of smiling and laughter in human group interactions. Behaviour, 1747-1780.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Meyer, J. C. (2000). Humor as a double-edged sword: Four functions of humor in communication. Communication theory, 10(3), 310-331.
Michaud, L. N. (2018). Observations of a new chatbot: drawing conclusions from early interactions with users. IT Professional, 20(5), 40-47.
Migacz, S. J., Zou, S., & Petrick, J. F. (2018). The “terminal” effects of service failure on airlines: Examining service recovery with justice theory. Journal of Travel Research, 57(1), 83-98.
Min, H. K., & Hu, Y. (2022). Revisiting the effects of smile intensity on judgments of warmth and competence: The role of industry context. International journal of hospitality management, 102, 103152.
Moon, J.-W., & Kim, Y.-G. (2001). Extending the TAM for a World-Wide-Web context. Information & management, 38(4), 217-230.
Mulkay, M. J. (1988). On humour: Its nature and its place in modern society. (No Title).
Nabi, R. L., Moyer-Gusé, E., & Byrne, S. (2007). All joking aside: A serious investigation into the persuasive effect of funny social issue messages. Communication Monographs, 74(1), 29-54.
Niculescu, A., Van Dijk, B., Nijholt, A., Li, H., & See, S. L. (2013). Making social robots more attractive: the effects of voice pitch, humor and empathy. International journal of social robotics, 5, 171-191.
Nikbin, D., Iranmanesh, M., Hyun, S. S., Baharun, R., & Kim, I. (2015). The role of airline travelers’ pre-recovery emotions during the service recovery process. Journal of Travel & Tourism Marketing, 32(6), 677-691.
Nikitin, J., & Freund, A. M. (2019). The motivational power of the happy face. Brain sciences, 9(1), 6.
Norrick, N. R., & Spitz, A. (2008). Humor as a resource for mitigating conflict in interaction. Journal of pragmatics, 40(10), 1661-1686.
Nowak, K. L., & Rauh, C. (2008). Choose your “buddy icon” carefully: The influence of avatar androgyny, anthropomorphism and credibility in online interactions. Computers in Human Behavior, 24(4), 1473-1493.
Oh, S. Y., Bailenson, J., Krämer, N., & Li, B. (2016). Let the avatar brighten your smile: Effects of enhancing facial expressions in virtual environments. PloS one, 11(9), e0161794.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336.
Otta, E., Abrosio, F. F. E., & Hoshino, R. L. (1996). Reading a smiling face: Messages conveyed by various forms of smiling. Perceptual and motor skills, 82(3_suppl), 1111-1121.
Otta, E., Lira, B. B. P., Delevati, N. M., Cesar, O. P., & Pires, C. S. G. (1994). The effect of smiling and of head tilting on person perception. The Journal of psychology, 128(3), 323-331.
Otterbring, T. (2017). Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction. Journal of Service Management, 28(2), 284-304.
Owren, M. J., & Bachorowski, J.-A. (2001). The evolution of emotional experience: A" selfish-gene" account of smiling and laughter in early hominids and humans.
Ozono, H., Watabe, M., Yoshikawa, S., Nakashima, S., Rule, N. O., Ambady, N., & Adams Jr, R. B. (2010). What’s in a smile? Cultural differences in the effects of smiling on judgments of trustworthiness. Letters on Evolutionary Behavioral Science, 1(1), 15-18.
Pabel, A., & Pearce, P. L. (2018). Selecting humour in tourism settings–A guide for tourism operators. Tourism Management Perspectives, 25, 64-70.
Pashchenko, Y., Rahman, M. F., Hossain, M. S., Uddin, M. K., & Islam, T. (2022). Emotional and the normative aspects of customers’ reviews. Journal of Retailing and Consumer Services, 68, 103011.
Poola, I. (2017). Making artificial intelligence (AI) and disrupted business intelligence (BI) truly conversational with humanity touch, automated descriptions and talking bots. International Journal of Advance Research, Ideas and Innovations in Technology, 3(5), 573-577.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of management journal, 44(5), 1018-1027.
Raggio, R. D., & Folse, J. A. G. (2009). Gratitude works: its impact and the mediating role of affective commitment in driving positive outcomes. Journal of the academy of Marketing Science, 37, 455-469.
Rahman, M. F., & Hossain, M. S. (2023). The impact of website quality on online compulsive buying behavior: evidence from online shopping organizations. South Asian Journal of Marketing, 4(1), 1-16.
Ranoliya, B. R., Raghuwanshi, N., & Singh, S. (2017). Chatbot for university related FAQs. 2017 International Conference on Advances in Computing, Communications and Informatics (ICACCI),
Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127-146.
Robertson, N. (2012). Self‐service technology complaint channel choice: Exploring consumers' motives. Managing Service Quality: An International Journal, 22(2), 145-164.
Romero, E. J., & Cruthirds, K. W. (2006). The use of humor in the workplace. Academy of Management Perspectives, 20(2), 58-69.
Roschk, H., & Gelbrich, K. (2014). Identifying appropriate compensation types for service failures: A meta-analytic and experimental analysis. Journal of service research, 17(2), 195-211.
Roschk, H., & Kaiser, S. (2013). The nature of an apology: An experimental study on how to apologize after a service failure. Marketing Letters, 24, 293-309.
Roy, R., & Naidoo, V. (2021). Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation. Journal of Business Research, 126, 23-34.
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, cognition and personality, 9(3), 185-211.
Sands, S., Campbell, C., Shedd, L., Ferraro, C., & Mavrommatis, A. (2020). How small service failures drive customer defection: Introducing the concept of microfailures. Business Horizons, 63(4), 573-584.
Schaumberg, R. L., & Wiltermuth, S. S. (2014). Desire for a positive moral self-regard exacerbates escalation of commitment to initiatives with prosocial aims. Organizational Behavior and Human Decision Processes, 123(2), 110-123.
Schmidt, S. R. (1994). Effects of humor on sentence memory. Journal of Experimental Psychology: Learning, Memory, and Cognition, 20(4), 953.
Searle, J. R. (1969). Speech acts: An essay in the philosophy of language (Vol. 626). Cambridge university press.
Segalin, C., Celli, F., Polonio, L., Kosinski, M., Stillwell, D., Sebe, N., Cristani, M., & Lepri, B. (2017). What your Facebook profile picture reveals about your personality. Proceedings of the 25th ACM international conference on Multimedia,
Seiders, K., & Berry, L. L. (1998). Service fairness: What it is and why it matters. Academy of Management Perspectives, 12(2), 8-20.
Septianto, F., Seo, Y., & Zhao, F. (2022). The effects of competence and warmth appeals on luxury and sustainable brand advertising: the moderating role of construal level. Journal of advertising, 51(3), 369-384.
Shams, G., Kim, K. K., & Kim, K. (2024). Enhancing service recovery satisfaction with chatbots: The role of humor and informal language. International journal of hospitality management, 120, 103782.
Shawar, B. A., & Atwell, E. (2007). Chatbots: are they really useful? Journal for Language Technology and Computational Linguistics, 22(1), 29-49.
Sheehan, B., Jin, H. S., & Gottlieb, U. (2020). Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, 115, 14-24.
Shen, J., & Tang, C. (2018). How does training improve customer service quality? The roles of transfer of training and job satisfaction. European management journal, 36(6), 708-716.
Shi, X., Gordon, S., & Tang, C.-H. (2021). Momentary well-being matters: Daily fluctuations in hotel employees’ turnover intention. Tourism Management, 83, 104212.
Shin, H., Bunosso, I., & Levine, L. R. (2023). The influence of chatbot humour on consumer evaluations of services. International Journal of Consumer Studies, 47(2), 545-562.
Shin, H., & Larson, L. R. (2020). The bright and dark sides of humorous response to online customer complaint. European Journal of Marketing, 54(8), 2013-2047.
Small, D. A., & Verrochi, N. M. (2009). The face of need: Facial emotion expression on charity advertisements. Journal of marketing research, 46(6), 777-787.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of marketing research, 36(3), 356-372.
Smith, L. W., & Rose, R. L. (2020). Service with a smiley face: Emojional contagion in digitally mediated relationships. International Journal of Research in Marketing, 37(2), 301-319.
Söderlund, M., & Oikarinen, E.-L. (2018). Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension. Journal of Retailing and Consumer Services, 42, 55-64.
Söderlund, M., Oikarinen, E.-L., & Heikka, E.-L. (2017). Jokes in the store and its effects on customer satisfaction. The International Review of Retail, Distribution and Consumer Research, 27(3), 260-283.
Song, M., Zhang, H., Xing, X., & Duan, Y. (2023). Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. Journal of Retailing and Consumer Services, 73, 103323.
Souki, G. Q., Antonialli, L. M., Barbosa, A. A. d. S., & Oliveira, A. S. (2020). Impacts of the perceived quality by consumers’ of à la carte restaurants on their attitudes and behavioural intentions. Asia Pacific Journal of Marketing and Logistics, 32(2), 301-321.
Srinivas, K. K., Peddi, A., Srinivas, B. S., Vardhini, P. H., Prasad, H. L. P., & Choudhary, S. K. (2022). Artificial Intelligence Techniques for Chatbot Applications. 2022 International Mobile and Embedded Technology Conference (MECON),
Stokburger-Sauer, N. E., & Hofmann, V. (2023). Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry. Journal of Hospitality and Tourism Management, 55, 261-276.
Struthers, C. W., Eaton, J., Santelli, A. G., Uchiyama, M., & Shirvani, N. (2008). The effects of attributions of intent and apology on forgiveness: When saying sorry may not help the story. Journal of Experimental Social Psychology, 44(4), 983-992.
Stum, D. L., & Thiry, A. (1991). Building customer loyalty. Training and development Journal, 45(4), 34-36.
Su, L., & Hsu, M. K. (2013). Service fairness, consumption emotions, satisfaction, and behavioral intentions: The experience of Chinese heritage tourists. Journal of Travel & Tourism Marketing, 30(8), 786-805.
Su, L., Huang, S., van der Veen, R., & Chen, X. (2014). Corporate social responsibility, corporate reputation, customer emotions and behavioral intentions: A structural equation modeling analysis. Journal of China Tourism Research, 10(4), 511-529.
Su, N., & Mattila, A. S. (2020). Does gender bias exist? The impact of gender congruity on consumer’s Airbnb booking intention and the mediating role of trust. International journal of hospitality management, 89, 102405.
Su, S.-p., Tsai, C.-h., & Hsu, W.-l. (2013). Extending the TAM Model to Explore the Factors Affecting Intention to Use Telecare Systems. J. Comput., 8(2), 525-532.
Sun Park, H., & Guan, X. (2006). The effects of national culture and face concerns on intention to apologize: A comparison of the USA and China. Journal of Intercultural Communication Research, 35(3), 183-204.
Sung, K. H., & Kim, S. (2021). Do organizational personification and personality matter? The effect of interaction and conversational tone on relationship quality in social media. International Journal of Business Communication, 58(4), 582-606.
Suthar, S. (2020). Top 10 AI-powered chatbots to skyrocket your sales. The Next Scoop. In.
Swami, V., & Furnham, A. (2007). The psychology of physical attraction. Routledge.
Swanson, S. R., & Hsu, M. K. (2011). The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviors in the hospitality industry. Journal of Hospitality & Tourism Research, 35(4), 511-529.
Tan, C.-W., Benbasat, I., & Cenfetelli, R. T. (2016). An exploratory study of the formation and impact of electronic service failures. MIS quarterly, 40(1), 1-30.
Tellegen, A. (1982). Brief manual for themultidimensional personality questionnaire. Unpublishedmanuscript, university of minnesota, twin cities campus.
Tesser, A., Gatewood, R., & Driver, M. (1968). Some determinants of gratitude. Journal of personality and social psychology, 9(3), 233.
Tomkins, S. (1962). Affect imagery consciousness: Volume I: The positive affects. Springer publishing company.
Townsend, C., & Sood, S. (2012). Self-affirmation through the choice of highly aesthetic products. Journal of Consumer Research, 39(2), 415-428.
Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111.
Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, 22(1), 111-134.
Tsao, D. Y., Freiwald, W. A., Knutsen, T. A., Mandeville, J. B., & Tootell, R. B. (2003). Faces and objects in macaque cerebral cortex. Nature neuroscience, 6(9), 989-995.
Tsarenko, Y., Strizhakova, Y., & Otnes, C. C. (2019). Reclaiming the future: Understanding customer forgiveness of service transgressions. Journal of service research, 22(2), 139-155.
Tyler, T., Degoey, P., & Smith, H. (1996). Understanding why the justice of group procedures matters: A test of the psychological dynamics of the group-value model. Journal of personality and social psychology, 70(5), 913.
Usmani, S. (2019). Does Higher Emotional Exhaustion Lead To Turnover Intention When Employees Have Perceived External Employability? City University Research Journal, 9(4).
Van den Broeck, E., Zarouali, B., & Poels, K. (2019). Chatbot advertising effectiveness: When does the message get through? Computers in Human Behavior, 98, 150-157.
Van Dolen, W., De Ruyter, K., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57(4), 437-444.
Van Kleef, G. A., De Dreu, C. K., & Manstead, A. S. (2004). The interpersonal effects of emotions in negotiations: a motivated information processing approach. Journal of personality and social psychology, 87(4), 510.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of service research, 22(2), 103-119.
Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS quarterly, 157-178.
Verhagen, T., Van Nes, J., Feldberg, F., & Van Dolen, W. (2014). Virtual customer service agents: Using social presence and personalization to shape online service encounters. Journal of Computer-Mediated Communication, 19(3), 529-545.
Vonk, R. (2002). Self-serving interpretations of flattery: Why ingratiation works. Journal of personality and social psychology, 82(4), 515.
Voorhees, C. M., Brady, M. K., & Horowitz, D. M. (2006). A voice from the silent masses: an exploratory and comparative analysis of noncomplainers. Journal of the academy of Marketing Science, 34(4), 514-527.
Walls, A., Okumus, F., Wang, Y., & Kwun, D. J.-W. (2011). Understanding the consumer experience: An exploratory study of luxury hotels. Journal of Hospitality Marketing & Management, 20(2), 166-197.
Walther, J. B., Van Der Heide, B., Ramirez Jr, A., Burgoon, J. K., & Peña, J. (2015). Interpersonal and hyperpersonal dimensions of computer‐mediated communication. The handbook of the psychology of communication technology, 1-22.
Wan, L. C. (2013). Culture's impact on consumer complaining responses to embarrassing service failure. Journal of Business Research, 66(3), 298-305.
Wang, K.-Y., Chih, W.-H., & Honora, A. (2023). How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style. International Journal of Information Management, 69, 102618.
Wang, S. S., Moon, S.-I., Kwon, K. H., Evans, C. A., & Stefanone, M. A. (2010). Face off: Implications of visual cues on initiating friendship on Facebook. Computers in Human Behavior, 26(2), 226-234.
Wang, X., Peng, L., & Xu, F. (2018). Do incentives in SWOM communication matter? A positive emotion perspective. Journal of Electronic Commerce Research, 19(2), 135-153.
Wang, X., & Zhang, Q. (2018). Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength. Journal of Service Theory and Practice, 28(6), 774-806.
Wang, Z., Mao, H., Li, Y. J., & Liu, F. (2017). Smile big or not? Effects of smile intensity on perceptions of warmth and competence. Journal of Consumer Research, 43(5), 787-805.
Wang, Z., Singh, S. N., Li, Y. J., Mishra, S., Ambrose, M., & Biernat, M. (2017). Effects of employees’ positive affective displays on customer loyalty intentions: An emotions-as-social-information perspective. Academy of management journal, 60(1), 109-129.
Warren, C., & McGraw, A. P. (2016). Differentiating what is humorous from what is not. Journal of personality and social psychology, 110(3), 407.
Watson, D., & Clark, L. A. (1984). Negative affectivity: the disposition to experience aversive emotional states. Psychological bulletin, 96(3), 465.
Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: the PANAS scales. Journal of personality and social psychology, 54(6), 1063.
Webster Jr, M., & Rashotte, L. S. (2010). Behavior, expectations and status. Social Forces, 88(3), 1021-1049.
Weinberger, M. G., & Gulas, C. S. (1992). The impact of humor in advertising: A review. Journal of advertising, 21(4), 35-59.
Wen-Hai, C., Yuan, C.-Y., Liu, M.-T., & Fang, J.-F. (2019). The effects of outward and inward negative emotions on consumers’ desire for revenge and negative word of mouth. Online Information Review, 43(5), 818-841.
Westerman, D., Tamborini, R., & Bowman, N. D. (2015). The effects of static avatars on impression formation across different contexts on social networking sites. Computers in Human Behavior, 53, 111-117.
Whittaker, S. (2003). Theories and methods in mediated communication: Steve whittaker. In Handbook of discourse processes (pp. 246-289). Routledge.
Wilkie, D. C., Johnson, L. W., & White, L. (2012). The impact of low-price brands on the order of entry advantage. Journal of Marketing Management, 28(7-8), 957-973.
Willis, J., & Todorov, A. (2006). First impressions: Making up your mind after a 100-ms exposure to a face. Psychological science, 17(7), 592-598.
Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of service industry management, 15(2), 150-166.
Wojciszke, B., & Abele, A. E. (2008). The primacy of communion over agency and its reversals in evaluations. European Journal of Social Psychology, 38(7), 1139-1147.
Wojciszke, B., Abele, A. E., & Baryla, W. (2009). Two dimensions of interpersonal attitudes: Liking depends on communion, respect depends on agency. European Journal of Social Psychology, 39(6), 973-990.
Woo, K.-s., & Chan, B. (2020). “Service with a smile” and emotional contagion: A replication and extension study. Annals of Tourism Research, 80, 102850.
Wu, C.-L., Yen, Y.-F., & Chen, H.-C. (2021). How humor styles affect humor comprehension and appreciation: A typological approach. Current Psychology, 1-9.
Xie, Y., Liang, C., Zhou, P., & Jiang, L. (2024). Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service. Journal of Retailing and Consumer Services, 76, 103599.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017). A new chatbot for customer service on social media. Proceedings of the 2017 CHI conference on human factors in computing systems,
Yang, Y., & Kankanhalli, A. (2023). Humor Touch: Should Conversational Agents Express Humor When They Fail?
You, Y., Yang, X., Wang, L., & Deng, X. (2020). When and why saying “thank you” is better than saying “sorry” in redressing service failures: The role of self-esteem. Journal of Marketing, 84(2), 133-150.
Yun, J., & Park, J. (2022). The effects of chatbot service recovery with emotion words on customer satisfaction, repurchase intention, and positive word-of-mouth. Frontiers in psychology, 13, 922503.
Zarouali, B., Van den Broeck, E., Walrave, M., & Poels, K. (2018). Predicting consumer responses to a chatbot on Facebook. Cyberpsychology, Behavior, and Social Networking, 21(8), 491-497.
Zhang, C., & Laroche, M. (2020). Brand hate: a multidimensional construct. Journal of Product & Brand Management, 30(3), 392-414.
Zhang, M., Gursoy, D., Zhu, Z., & Shi, S. (2021). Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: moderating role of sense of humor. International Journal of Contemporary Hospitality Management, 33(11), 3883-3905.
Zhou, Z., Wu, J., Luo, H., Guo, Y., Tu, M., Yu, Q., & Zhang, L. (2021). The effect of humor on insight problem-solving. Personality and Individual Differences, 183, 111105.
Zsarnoczky, M. (2017). How does artificial intelligence affect the tourism industry? VADYBA, 31(2), 85-90.
Zumstein, D., & Hundertmark, S. (2017). Communicating and transacting with chatbots: insights from public transport. International Conferences WWW/Internet and Applied Computing.