Would you forgive anthropomorphic conversational AI agents for service failures? Exploring the impact of anthropomorphism on customer forgiveness

Electronic Markets 2026

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Authors: Yuguang Xie, Changyong Liang, Peiyu Zhou, Shuping Zhao, Liping Jiang
DOI: 10.1007/s12525-026-00884-1
Cited by: 1
References: 104

Fields of Study & Subjects

AI in Service Interactions Digital Mental Health Interventions Social Robot Interaction and HRI

Publication details

Journal / source
Electronic Markets
Publisher
Springer Science and Business Media LLC
Volume
36
Issue
1
Publication date
24 February 2026
Language
EN