Akademik Veri Yönetim Sistemi
THE 18TH ANNUAL EMRBI CONFERENCE, Porto, Portekiz, 10 - 12 Eylül 2025, ss.1253-1255, (Özet Bildiri)
As artificial intelligence (AI) becomes more embedded in customer service, AI-powered agents are increasingly replacing human employees in frontline interactions. While AI promises consistency and efficiency, it requires more research to understand how consumers evaluate service failures involving non-human agents. Attribution theory (Weiner, 1985) suggests that people interpret negative events by evaluating responsibility, controllability, and recurrence. In service failures, these appraisals— locus of causality, controllability, and stability—shape consumer responses, influencing emotions, satisfaction, and behavior (Folkes, 1984; Van Vaerenbergh et al., 2014) This study draws on attribution theory to explore how consumers respond to failures caused by AI agents versus human employees.