New Delhi, Feb 9 (PTI) An IIM Lucknow Study, Examining The Kind of Apologies Chatbots of Online Travel Agencies (OTA) Make to Customers for Service Failus, Showed that ” Or big failures and “abstract language” For Minor Issues.
Published in the Asia Pacific Journal of Tourism Research, The Study, Co-Authored by Payal Mehra, Professor at IIM Lucknow and Research Scholar Rishab Chauhan, Examines How Language Forgue ER ACCEPTANCE AND FORGINESS.
Mehra Said a Concrete Apology Might Say, “We Apologise for the delay in processing gise for the delay. be credited song “.
The research investigations which type of apology is more effective in helping customers forgive service failures and under what conditions. The Researchers Conducted Three Comprehensive Studies to Assess Customers' Responses to different apology styles.
Participants interacte with chatbots, designed using the “bot penguin” platform, that was programmed to offer eater abstract or concrete apologies following a Service Failing A Service Failing. Using Advanced Research Technique Such as Confirmator Factor Analysis, The Researchers Ensured The Findings Were Reliable and Applicable to Real-World Situations.
The results showed that concrete language is more effective in GAINING CUSTOMER FORGINESS For Significant Failures, while Abstract Language is more suitable for minor issues.
“Whoch Research Has Focused on Traditional Customer Service Channels Like Phone Calls or face-to-face interactions, this study is amon the first to examine how chatbot Language Afects Affects Inte Text of Otas, “Mehra Told Pti.
The study found that customer preferences for the language of the apology was not influenced by the type of service –Whether the service was pleasure-oriented or use-oriented.
The research also highlighted that sensation and Empathy are critical in Chatbot communication. When customers sense the company genuinely cares about resolving their issues, they are more likely to forgive. A Concrete apology, which include specific details about the resolution, conveys a sense of sensation, it said.
The findings sugges that Using Concrete, Personalized and Clear Language in Chatbot Apologies Increases Customer Forgiveness, Enhancing Satisfaction and Word-of-Mouth.
“Chatbots should adopt an abstract apology style for minor issues, avoiding unnecessary details while assuring customers of the company's comment to their satisfaction. E apology is more effective, providing details and emphaasing the company's efforts to prevent recurnce.
“These findings have implications beyond the ota sector, extending to industry Apology language in different cultures and service sectors and investigate other language styles used In Customer Service, “She said.
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