New paper: Forced vs Voluntary Chatbot Use: How It Shapes Customer Satisfaction and Blame

As chatbots become an integral part of customer service, mistakes remain inevitable. Whether it’s a failure to understand the customer’s intent or an error in executing an order, such failures raise a key question: Who do customers blame— themselves or the company? Blame attribution shapes customers’ subsequent behaviour. For instance, if I think that I received … Continue reading New paper: Forced vs Voluntary Chatbot Use: How It Shapes Customer Satisfaction and Blame

March 2020 round-up

At the beginning of the month, I wrote in my journal that March would be a month in two halves. And it was. But not at all as I had imagined it would be. To be fair, my months rarely pan out as planned. But, boy, has this month been unexpected?! The first half … Continue reading March 2020 round-up

Spotted elsewhere: The Trust Engineers

What? A podcast episode from RadioLab about how Facebook’s Protect and Care team (formerly known as the Trust Engineering team) tweak this social network’s interface to make it a more trusted and friendlier environment. Where? Retweeted by ‘New Social Media, New Social Science?’, aka NSMNSS (Twitter feed here). As per NSMNSS’s website, this organisation ‘brings … Continue reading Spotted elsewhere: The Trust Engineers