{"id":"https://openalex.org/W4400651198","doi":"https://doi.org/10.1108/itp-08-2023-0745","title":"When chatbots fail: exploring user coping following a chatbots-induced service failure","display_name":"When chatbots fail: exploring user coping following a chatbots-induced service failure","publication_year":2024,"publication_date":"2024-07-08","ids":{"openalex":"https://openalex.org/W4400651198","doi":"https://doi.org/10.1108/itp-08-2023-0745"},"language":"en","primary_location":{"id":"doi:10.1108/itp-08-2023-0745","is_oa":true,"landing_page_url":"https://doi.org/10.1108/itp-08-2023-0745","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1108/itp-08-2023-0745","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004082095","display_name":"Ruby Wenjiao Zhang","orcid":"https://orcid.org/0009-0002-8566-4406"},"institutions":[{"id":"https://openalex.org/I69356397","display_name":"Xi\u2019an Jiaotong-Liverpool University","ror":"https://ror.org/03zmrmn05","country_code":"CN","type":"education","lineage":["https://openalex.org/I69356397"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Ruby Wenjiao Zhang","raw_affiliation_strings":["School of Intelligent Finance and Business, Xi'an Jiaotong \u2013 Liverpool University, Suzhou, China"],"raw_orcid":"https://orcid.org/0009-0002-8566-4406","affiliations":[{"raw_affiliation_string":"School of Intelligent Finance and Business, Xi'an Jiaotong \u2013 Liverpool University, Suzhou, China","institution_ids":["https://openalex.org/I69356397"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5028665539","display_name":"Xiaoning Liang","orcid":"https://orcid.org/0000-0001-9475-6092"},"institutions":[{"id":"https://openalex.org/I205274468","display_name":"Trinity College Dublin","ror":"https://ror.org/02tyrky19","country_code":"IE","type":"education","lineage":["https://openalex.org/I205274468"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Xiaoning Liang","raw_affiliation_strings":["Trinity Business School, Trinity College Dublin, Dublin, Ireland"],"raw_orcid":"https://orcid.org/0000-0001-9475-6092","affiliations":[{"raw_affiliation_string":"Trinity Business School, Trinity College Dublin, Dublin, Ireland","institution_ids":["https://openalex.org/I205274468"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050539674","display_name":"Szu\u2010Hsin Wu","orcid":"https://orcid.org/0000-0002-9324-499X"},"institutions":[{"id":"https://openalex.org/I177639307","display_name":"University of Dundee","ror":"https://ror.org/03h2bxq36","country_code":"GB","type":"education","lineage":["https://openalex.org/I177639307"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Szu-Hsin Wu","raw_affiliation_strings":["School of Business, University of Dundee, Dundee, UK"],"raw_orcid":"https://orcid.org/0000-0002-9324-499X","affiliations":[{"raw_affiliation_string":"School of Business, University of Dundee, Dundee, UK","institution_ids":["https://openalex.org/I177639307"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5004082095"],"corresponding_institution_ids":["https://openalex.org/I69356397"],"apc_list":null,"apc_paid":null,"fwci":15.5321,"has_fulltext":true,"cited_by_count":47,"citation_normalized_percentile":{"value":0.99250391,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":100},"biblio":{"volume":"37","issue":"8","first_page":"175","last_page":"195"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13927","display_name":"Cyberloafing and Workplace Behavior","score":0.9657999873161316,"subfield":{"id":"https://openalex.org/subfields/3317","display_name":"Demography"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.963699996471405,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.8333484530448914},{"id":"https://openalex.org/keywords/betrayal","display_name":"Betrayal","score":0.644621729850769},{"id":"https://openalex.org/keywords/thematic-analysis","display_name":"Thematic analysis","score":0.5256732106208801},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4699155390262604},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.4516630470752716},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4024728536605835},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3505905270576477},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.33826538920402527},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.3041268587112427},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2611752152442932},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.11089149117469788}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8333484530448914},{"id":"https://openalex.org/C2781384979","wikidata":"https://www.wikidata.org/wiki/Q2166722","display_name":"Betrayal","level":2,"score":0.644621729850769},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.5256732106208801},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4699155390262604},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4516630470752716},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4024728536605835},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3505905270576477},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.33826538920402527},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.3041268587112427},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2611752152442932},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.11089149117469788},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/itp-08-2023-0745","is_oa":true,"landing_page_url":"https://doi.org/10.1108/itp-08-2023-0745","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},{"id":"pmh:oai:discovery.dundee.ac.uk:publications/574c68bd-3e49-484d-94a0-b9457d66d8bc","is_oa":true,"landing_page_url":"https://discovery.dundee.ac.uk/en/publications/574c68bd-3e49-484d-94a0-b9457d66d8bc","pdf_url":"https://discovery.dundee.ac.uk/ws/files/132140279/10-1108_ITP-08-2023-0745.pdf","source":{"id":"https://openalex.org/S4306400523","display_name":"Discovery Research Portal (University of Dundee)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I177639307","host_organization_name":"University of Dundee","host_organization_lineage":["https://openalex.org/I177639307"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Zhang, R W, Liang, X & Wu, S-H 2024, 'When chatbots fail: exploring user coping following a chatbots-induced service failure', Information Technology & People, vol. 37, no. 8, pp. 175-195. https://doi.org/10.1108/ITP-08-2023-0745","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":{"id":"doi:10.1108/itp-08-2023-0745","is_oa":true,"landing_page_url":"https://doi.org/10.1108/itp-08-2023-0745","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320320864","display_name":"Trinity College Dublin","ror":"https://ror.org/02tyrky19"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":55,"referenced_works":["https://openalex.org/W1485979117","https://openalex.org/W1979290264","https://openalex.org/W2001829221","https://openalex.org/W2032549151","https://openalex.org/W2077947807","https://openalex.org/W2078219616","https://openalex.org/W2104093905","https://openalex.org/W2106232823","https://openalex.org/W2111208684","https://openalex.org/W2146542842","https://openalex.org/W2146612248","https://openalex.org/W2150374637","https://openalex.org/W2386711781","https://openalex.org/W2591633892","https://openalex.org/W2592877795","https://openalex.org/W2606850380","https://openalex.org/W2941128398","https://openalex.org/W2966519442","https://openalex.org/W2967758468","https://openalex.org/W3002137173","https://openalex.org/W3008828973","https://openalex.org/W3014354620","https://openalex.org/W3023956633","https://openalex.org/W3027672271","https://openalex.org/W3027937825","https://openalex.org/W3044483028","https://openalex.org/W3048492267","https://openalex.org/W3080673917","https://openalex.org/W3111208172","https://openalex.org/W3119676664","https://openalex.org/W3125246643","https://openalex.org/W3127878709","https://openalex.org/W3136186282","https://openalex.org/W3173158945","https://openalex.org/W3174469738","https://openalex.org/W3194963062","https://openalex.org/W3195427077","https://openalex.org/W3198419345","https://openalex.org/W4221024908","https://openalex.org/W4224218751","https://openalex.org/W4225265549","https://openalex.org/W4229449272","https://openalex.org/W4234372245","https://openalex.org/W4249810354","https://openalex.org/W4281394191","https://openalex.org/W4290461747","https://openalex.org/W4308341429","https://openalex.org/W4311111985","https://openalex.org/W4319230145","https://openalex.org/W4366776993","https://openalex.org/W4387222137","https://openalex.org/W4389419985","https://openalex.org/W4390917511","https://openalex.org/W4391171075","https://openalex.org/W6670109997"],"related_works":["https://openalex.org/W2785847853","https://openalex.org/W4312652822","https://openalex.org/W4378388875","https://openalex.org/W4385298373","https://openalex.org/W4378377899","https://openalex.org/W3123815518","https://openalex.org/W2773982901","https://openalex.org/W4299821192","https://openalex.org/W2138438381","https://openalex.org/W1979183965"],"abstract_inverted_index":{"Purpose":[0],"While":[1],"the":[2,41,47,180,186,196,203],"proliferation":[3],"of":[4,40,76,104,170,188,198],"chatbots":[5,52,86,190,201],"allows":[6],"companies":[7],"to":[8,44,58,98,119,184],"connect":[9],"with":[10,51,113,141],"their":[11,96,117,189],"customers":[12],"in":[13,191,202,207],"a":[14,68,152],"cost-":[15],"and":[16,29,53,72,90,100,116,131,161,173,194,200],"time-efficient":[17],"manner,":[18],"it":[19],"is":[20,43],"not":[21],"deniable":[22],"that":[23,211],"they":[24,139],"quite":[25],"often":[26],"fail":[27,87],"expectations":[28,89],"may":[30],"even":[31],"pose":[32],"negative":[33,48],"impacts":[34],"on":[35],"user":[36,49,88,122,192],"experience.":[37],"The":[38],"purpose":[39],"study":[42,66,165],"empirically":[45],"explore":[46],"experience":[50],"understand":[54],"how":[55],"users":[56,149],"respond":[57],"service":[59,92,204,209],"failure":[60],"caused":[61],"by":[62,136],"chatbots.":[63,142],"Design/methodology/approach":[64],"This":[65],"adopts":[67],"qualitative":[69],"research":[70],"method":[71],"conducts":[73],"thematic":[74],"analysis":[75],"23":[77],"interview":[78],"transcripts.":[79],"Findings":[80],"It":[81,178],"identifies":[82],"common":[83],"areas":[84],"where":[85],"cause":[91],"failure.":[93],"These":[94],"include":[95],"inability":[97,118],"comprehend":[99],"provide":[101],"information,":[102,108],"over-enquiry":[103],"personal":[105],"or":[106,216],"sensitive":[107],"fake":[109],"humanity,":[110],"poor":[111],"integration":[112],"human":[114,199],"agents,":[115],"solve":[120],"complicated":[121],"queries.":[123],"Negative":[124],"emotions":[125],"such":[126],"as":[127],"anger,":[128],"frustration,":[129],"betrayal":[130],"passive":[132],"defeat":[133],"were":[134],"experienced":[135],"participants":[137],"when":[138],"interacted":[140],"We":[143],"also":[144],"reveal":[145],"four":[146],"coping":[147],"strategies":[148],"employ":[150],"following":[151],"chatbots-induced":[153],"failure:":[154],"expressive":[155],"support":[156],"seeking,":[157],"active":[158],"coping,":[159],"acceptance":[160],"withdrawal.":[162],"Originality/value":[163],"Our":[164],"extends":[166],"our":[167],"current":[168],"understanding":[169],"human-chatbot":[171],"interactions":[172,193,210],"provides":[174],"significant":[175],"managerial":[176],"implications.":[177],"highlights":[179],"importance":[181],"for":[182],"organizations":[183],"re-consider":[185],"role":[187],"balance":[195],"use":[197],"context,":[205],"particularly":[206],"customer":[208],"involve":[212],"resolving":[213],"complex":[214],"issues":[215],"handling":[217],"non-routinized":[218],"tasks.":[219]},"counts_by_year":[{"year":2026,"cited_by_count":18},{"year":2025,"cited_by_count":27},{"year":2024,"cited_by_count":2}],"updated_date":"2026-04-25T08:17:42.794288","created_date":"2025-10-10T00:00:00"}