Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/129911
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dc.contributor.authorCastillo, Daniela-
dc.contributor.authorCanhoto, Ana Isabel-
dc.contributor.authorSaid, Emanuel-
dc.date.accessioned2024-12-16T09:41:16Z-
dc.date.available2024-12-16T09:41:16Z-
dc.date.issued2024-
dc.identifier.citationCastillo, D., Canhoto, A. I., & Said, E. (2024). When AI–chatbots disappoint–the role of freedom of choice and user expectations in attribution of responsibility for failure. Information Technology & People. doi: 10.1108/ITP-03-2024-0324.en_GB
dc.identifier.urihttps://www.um.edu.mt/library/oar/handle/123456789/129911-
dc.description.abstractPurpose – The implementation of AI-powered chatbots in the frontline may enhance efficiency, yet failures are still common. This paper aims to explore users’ attribution of responsibility for service failures when using AI–chatbots and to examine how contextual factors influence perceptions of blame.en_GB
dc.description.abstractDesign/methodology/approach – This work utilizes a mixed-methods approach, leveraging the findings from 39 exploratory interviews to develop the research framework and hypotheses. Subsequently, two experimental studies evaluated the type of interaction, failure type and failure severity.en_GB
dc.description.abstractFindings – The qualitative study identified voluntary and forced interaction types perceived by users based on contextual factors and demonstrated how these types impact expectations and responsibility attribution post-failure. The experimental studies showed that forced interactions intensify responsibility attributions toward the company and that disconfirmation of expectations mediates the relationship between forced interactions and responsibility attribution. Furthermore, failure type and severity level have a moderating influence on responsibility attribution.en_GB
dc.description.abstractOriginality/value – This paper contributes to the theoretical understanding of user interactions with AI-powered frontline technology, by revealing the nuanced ways in which users perceive and react to failures.en_GB
dc.language.isoenen_GB
dc.publisherEmerald Publishing Limiteden_GB
dc.rightsinfo:eu-repo/semantics/restrictedAccessen_GB
dc.subjectArtificial intelligenceen_GB
dc.subjectChatbotsen_GB
dc.subjectInteractive computer systemsen_GB
dc.subjectQuestion-answering systemsen_GB
dc.subjectArtificial intelligence -- Educational applicationsen_GB
dc.titleWhen AI-chatbots disappoint : the role of freedom of choice and user expectations in attribution of responsibility for failureen_GB
dc.typearticleen_GB
dc.rights.holderThe copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder.en_GB
dc.description.reviewedpeer-revieweden_GB
dc.identifier.doi10.1108/ITP-03-2024-0324-
dc.publication.titleInformation Technology & Peopleen_GB
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