The Effects of Chatbot Recovery Strategies and Anthropomorphic Image Type on Service Recovery Satisfaction: The Mediating Roles of Perceived Warmth and Competence.

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In one paragraph

Article in Behavioral sciences (Basel, Switzerland), 2026. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.

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1 · What the graph read from it

What it found

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2 · The registry

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0 citing papers in PubMed.

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4 · The record

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5 · Who and what money

Authors and funding

3 authors.

Ye WangSchool of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China.ORCID 0000-0002-4577-8137

Yaoqun XuSchool of Computer and Information Engineering, Harbin University of Commerce, Harbin 150028, China.ORCID 0000-0002-5047-9350

Tung-Ju WuSchool of Management, Harbin Institute of Technology, Harbin 150001, China.ORCID 0000-0001-7474-1774

Funding

Fundamental Research Funds for the Provincial Universities of Heilongjiang Province 2024-KYYWF-010National Social Science Fund of China 25CGL030Philosophy and Social Science Foundation of Heilongjiang Province 24GLC001

6 · The paper itself

Abstract

The widespread adoption of chatbots enables companies to provide customer service at low cost and with high efficiency. However, the inherent limitations of chatbots often lead to service failures, highlighting the necessity of effective recovery strategies. Nevertheless, the optimal approaches for chatbots to implement self-recovery strategies remain unclear. Drawing on the Computers As Social Actors (CASA) paradigm and the Stereotype Content Model (SCM), this study investigates the interactive effects of recovery strategies (emotional recovery strategy vs. informational recovery strategy) and anthropomorphic image types (warm image vs. competent image) on service recovery satisfaction. It also examines the psychological mechanisms and boundary conditions underlying these effects. Based on two offline experiments with university students (Study 1:

Indexed as

anthropomorphic imagechatbot recoveryperceived competenceperceived warmthrecovery strategyservice failureservice recovery satisfaction

Identifiers

PMID42792364

DOI10.3390/bs16091564

PMCPMC13603550

What OpenQuestion holds

Textmetadata

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Registered trials

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Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.