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| The Consequences and Management of AI Service Failure: An Attribution Theory Perspective |
| Management School, Jinan University, Guangzhou 510632, China |
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Abstract Artificial intelligence(AI) service failure has a detrimental impact on user experience and company’s reputation, underscoring the growing importance for researchers to comprehend its consequences and develop effective countermeasures. In this paper, we draw on the attribution theory to frame the consequences of AI service failures, including users' attributions, negative emotions, service expectations and behavioral tendencies. Company could buffer and remedy those negative outcomes through pre-design and post-recovery. Based on this systematic review, we proposed four promising directions for future research: the effect of utilitarian recovery measures provided by AI, stable dimensions of service AI schemas, specific directions of users’ attribution and antecedents of customer participation in co-created service recovery.
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Published: 06 June 2024
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| Cite this article: |
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PENG Lei,CHEN Xiao-xi. The Consequences and Management of AI Service Failure: An Attribution Theory Perspective[J]. 应用心理学, 0, (): 1-.
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| URL: |
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http://www.appliedpsy.cn/EN/Y0/V/I/1 |
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