{"id":"https://openalex.org/W4414325476","doi":"https://doi.org/10.25300/misq/2025/17909","title":"Does Bot Gender Matter? Theory and Evidence From a High-Tension Service Context","display_name":"Does Bot Gender Matter? Theory and Evidence From a High-Tension Service Context","publication_year":2025,"publication_date":"2025-09-18","ids":{"openalex":"https://openalex.org/W4414325476","doi":"https://doi.org/10.25300/misq/2025/17909"},"language":"en","primary_location":{"id":"doi:10.25300/misq/2025/17909","is_oa":false,"landing_page_url":"https://doi.org/10.25300/misq/2025/17909","pdf_url":null,"source":{"id":"https://openalex.org/S57293258","display_name":"MIS Quarterly","issn_l":"0276-7783","issn":["0276-7783","2162-9730"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4327875293","host_organization_name":"MIS Quarterly","host_organization_lineage":["https://openalex.org/P4327875293"],"host_organization_lineage_names":["MIS Quarterly"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"MIS Quarterly","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5102567127","display_name":"Yiting Guo","orcid":null},"institutions":[{"id":"https://openalex.org/I191208505","display_name":"Xiamen University","ror":"https://ror.org/00mcjh785","country_code":"CN","type":"education","lineage":["https://openalex.org/I191208505"]},{"id":"https://openalex.org/I75867142","display_name":"Xiamen University of Technology","ror":"https://ror.org/01285e189","country_code":"CN","type":"education","lineage":["https://openalex.org/I75867142"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yiting Guo","raw_affiliation_strings":["Department of Management Science, School of Management Xiamen University, Xiamen, China","Department of Management Science, School of Management, Xiamen University, Xiamen, Fujian, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science, School of Management Xiamen University, Xiamen, China","institution_ids":["https://openalex.org/I191208505","https://openalex.org/I75867142"]},{"raw_affiliation_string":"Department of Management Science, School of Management, Xiamen University, Xiamen, Fujian, China","institution_ids":["https://openalex.org/I191208505"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057032098","display_name":"Liu De","orcid":"https://orcid.org/0000-0002-9430-9732"},"institutions":[{"id":"https://openalex.org/I130238516","display_name":"University of Minnesota","ror":"https://ror.org/017zqws13","country_code":"US","type":"education","lineage":["https://openalex.org/I130238516"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"De Liu","raw_affiliation_strings":["Department of Information and Decision Sciences, Carlson School of Management University of Minnesota, Minneapolis, MN, U.S.A","Department of Information and Decision Sciences, Carlson School of Management, University of Minnesota, Minneapolis, MN, U.S.A"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information and Decision Sciences, Carlson School of Management University of Minnesota, Minneapolis, MN, U.S.A","institution_ids":["https://openalex.org/I130238516"]},{"raw_affiliation_string":"Department of Information and Decision Sciences, Carlson School of Management, University of Minnesota, Minneapolis, MN, U.S.A","institution_ids":["https://openalex.org/I130238516"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5035476877","display_name":"Sean Xin Xu","orcid":"https://orcid.org/0000-0002-9453-8404"},"institutions":[{"id":"https://openalex.org/I928283767","display_name":"China Institutes of Contemporary International Relations","ror":"https://ror.org/03qbv1q25","country_code":"CN","type":"facility","lineage":["https://openalex.org/I928283767"]},{"id":"https://openalex.org/I99065089","display_name":"Tsinghua University","ror":"https://ror.org/03cve4549","country_code":"CN","type":"education","lineage":["https://openalex.org/I99065089"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Sean Xin Xu","raw_affiliation_strings":["Research Center for Contemporary Management, Key Research Institute of Humanities and Social Sciences at Universities Tsinghua University, Beijing, China","Center for AI and Management, School of Economics and Management, Tsinghua University, Haidian, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Center for Contemporary Management, Key Research Institute of Humanities and Social Sciences at Universities Tsinghua University, Beijing, China","institution_ids":["https://openalex.org/I928283767"]},{"raw_affiliation_string":"Center for AI and Management, School of Economics and Management, Tsinghua University, Haidian, Beijing, China","institution_ids":["https://openalex.org/I99065089"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5000444451","display_name":"Ximing Yin","orcid":"https://orcid.org/0000-0002-6300-9614"},"institutions":[{"id":"https://openalex.org/I125839683","display_name":"Beijing Institute of Technology","ror":"https://ror.org/01skt4w74","country_code":"CN","type":"education","lineage":["https://openalex.org/I125839683","https://openalex.org/I890469752"]},{"id":"https://openalex.org/I82333064","display_name":"Chinese Academy of Governance","ror":"https://ror.org/006cgkx15","country_code":"CN","type":"government","lineage":["https://openalex.org/I82333064"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ximing Yin","raw_affiliation_strings":["Department of Public Administration, School of Management/School of Global Governance Beijing Institute of Technology, Beijing, China","Department of Public Administration, School of Management/School of Global Governance, Beijing Institute of Technology, Haidian, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Public Administration, School of Management/School of Global Governance Beijing Institute of Technology, Beijing, China","institution_ids":["https://openalex.org/I125839683","https://openalex.org/I82333064"]},{"raw_affiliation_string":"Department of Public Administration, School of Management/School of Global Governance, Beijing Institute of Technology, Haidian, Beijing, China","institution_ids":["https://openalex.org/I125839683"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":7,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.08,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.96394896,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"49","issue":"4","first_page":"627","last_page":"1642"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11644","display_name":"Spam and Phishing Detection","score":0.995199978351593,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"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/T11644","display_name":"Spam and Phishing Detection","score":0.995199978351593,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"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/T12128","display_name":"AI in Service Interactions","score":0.9890000224113464,"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/T12519","display_name":"Cybercrime and Law Enforcement Studies","score":0.9883999824523926,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.616599977016449},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5835999846458435},{"id":"https://openalex.org/keywords/odds","display_name":"Odds","score":0.574400007724762},{"id":"https://openalex.org/keywords/stereotype","display_name":"Stereotype (UML)","score":0.49149999022483826},{"id":"https://openalex.org/keywords/debt","display_name":"Debt","score":0.4869999885559082},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.46070000529289246}],"concepts":[{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.616599977016449},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5835999846458435},{"id":"https://openalex.org/C143095724","wikidata":"https://www.wikidata.org/wiki/Q515895","display_name":"Odds","level":3,"score":0.574400007724762},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.5529000163078308},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.529699981212616},{"id":"https://openalex.org/C168127410","wikidata":"https://www.wikidata.org/wiki/Q1754331","display_name":"Stereotype (UML)","level":2,"score":0.49149999022483826},{"id":"https://openalex.org/C120527767","wikidata":"https://www.wikidata.org/wiki/Q3196867","display_name":"Debt","level":2,"score":0.4869999885559082},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.46070000529289246},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.36959999799728394},{"id":"https://openalex.org/C2778595151","wikidata":"https://www.wikidata.org/wiki/Q1234942","display_name":"Doing gender","level":2,"score":0.34389999508857727},{"id":"https://openalex.org/C2994101897","wikidata":"https://www.wikidata.org/wiki/Q27795842","display_name":"Service worker","level":2,"score":0.30140000581741333},{"id":"https://openalex.org/C2991839931","wikidata":"https://www.wikidata.org/wiki/Q48264","display_name":"Gender identity","level":2,"score":0.2897000014781952},{"id":"https://openalex.org/C2781403550","wikidata":"https://www.wikidata.org/wiki/Q2672163","display_name":"Gender role","level":2,"score":0.2513999938964844}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.25300/misq/2025/17909","is_oa":false,"landing_page_url":"https://doi.org/10.25300/misq/2025/17909","pdf_url":null,"source":{"id":"https://openalex.org/S57293258","display_name":"MIS Quarterly","issn_l":"0276-7783","issn":["0276-7783","2162-9730"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4327875293","host_organization_name":"MIS Quarterly","host_organization_lineage":["https://openalex.org/P4327875293"],"host_organization_lineage_names":["MIS Quarterly"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"MIS Quarterly","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":53,"referenced_works":["https://openalex.org/W1498101430","https://openalex.org/W1535600844","https://openalex.org/W1747810452","https://openalex.org/W1964275779","https://openalex.org/W1966051215","https://openalex.org/W1975183303","https://openalex.org/W1990660584","https://openalex.org/W1993208035","https://openalex.org/W1995410581","https://openalex.org/W2022531200","https://openalex.org/W2042295811","https://openalex.org/W2049488061","https://openalex.org/W2051292336","https://openalex.org/W2054877429","https://openalex.org/W2077322131","https://openalex.org/W2078219616","https://openalex.org/W2094409166","https://openalex.org/W2122411822","https://openalex.org/W2129491278","https://openalex.org/W2131568786","https://openalex.org/W2157491892","https://openalex.org/W2159805452","https://openalex.org/W2215685827","https://openalex.org/W2230240172","https://openalex.org/W2281858315","https://openalex.org/W2339294710","https://openalex.org/W2735657446","https://openalex.org/W2760645991","https://openalex.org/W2793286537","https://openalex.org/W2805731630","https://openalex.org/W2808473673","https://openalex.org/W2899176752","https://openalex.org/W2910001385","https://openalex.org/W2911751579","https://openalex.org/W2939710951","https://openalex.org/W2945573609","https://openalex.org/W2950552907","https://openalex.org/W2972673192","https://openalex.org/W2982865155","https://openalex.org/W3092732965","https://openalex.org/W3136871948","https://openalex.org/W3168388903","https://openalex.org/W3207182114","https://openalex.org/W4200059551","https://openalex.org/W4210810331","https://openalex.org/W4223469331","https://openalex.org/W4224252041","https://openalex.org/W4224301665","https://openalex.org/W4224882490","https://openalex.org/W4256674141","https://openalex.org/W4376877555","https://openalex.org/W4376881211","https://openalex.org/W4391928487"],"related_works":[],"abstract_inverted_index":{"Despite":[0],"the":[1,11,37,81,116,123],"increasing":[2],"use":[3],"of":[4,9,13,40,67,83,125],"AI-powered":[5],"voicebots,":[6],"our":[7,61],"understanding":[8],"how":[10,49],"choice":[12],"bot":[14],"gender":[15,44,53,91,117],"may":[16],"impact":[17],"service":[18,22,57,97,135],"outcomes":[19],"in":[20,55,128],"high-tension":[21,56],"contexts,":[23],"such":[24,103],"as":[25,104],"debt":[26,68],"collection,":[27],"remains":[28],"limited.":[29],"To":[30],"address":[31],"this":[32],"gap,":[33],"we":[34],"drew":[35],"on":[36],"tensions-based":[38],"view":[39],"customer":[41],"relationships":[42],"and":[43,50,131],"stereotype":[45],"theory":[46],"to":[47],"hypothesize":[48],"when":[51,96],"voicebot":[52],"matters":[54],"contexts.":[58],"We":[59,75,112],"tested":[60],"hypotheses":[62],"using":[63],"a":[64,84],"proprietary":[65],"dataset":[66],"collection":[69],"calls":[70],"made":[71],"by":[72,88,122],"AI":[73],"voicebots.":[74],"found":[76],"that":[77,115],"female":[78,126],"voicebots":[79,127],"increase":[80],"odds":[82],"positive":[85],"repayment":[86],"intention":[87],"28.3%.":[89],"This":[90],"effect":[92,118],"is":[93],"more":[94],"pronounced":[95],"encounters":[98],"begin":[99],"with":[100,108],"higher":[101],"tension,":[102],"during":[105,134],"weekdays":[106],"or":[107],"initially":[109],"uncooperative":[110],"customers.":[111],"further":[113],"show":[114],"can":[119],"be":[120],"explained":[121],"advantages":[124],"reducing":[129],"behavioral":[130],"emotional":[132],"tension":[133],"interactions.":[136]},"counts_by_year":[{"year":2026,"cited_by_count":3}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}