Forgiveness catalyst or risk amplifier? The impact of AI customer service anthropomorphism on consumers’ forgiveness willingness

Electronic Commerce Research and Applications 2026

View at publisher

Authors: Huawei Liu, Xiqing Han, Sihong Li, Xiyang Zhao, Min Zhang

DOI: 10.1016/j.elerap.2026.101572

Cited by: 3

References: 127

Fields of Study & Subjects

Forgiveness and Related Behaviors AI in Service Interactions Cyberloafing and Workplace Behavior

References 127