ScholarWorks@중앙대학교

초록

As human customer services are increasingly replaced by AI chatbots, how they are perceived by their users can affect the credibility of customer services. By focusing on social status of chatbots, this study examines the impact of chatbot-expressed humor on perceived social status in customer service interactions during service failures. Specifically, it explores how and when humor influences social status in pre- and post-problem-solving contexts. The findings indicate that the perceived appropriateness of humor enhances the chatbot's perceived social status more effectively before the problem is resolved. Additionally, the perceived appropriateness of humor strongly influences the chatbot's social status, which, in turn, affects its credibility and perceived empathic capability in pre-resolution stages. These findings deepen our understanding of the relationship between chatbot humor and social status, offering valuable insights for improving human-chatbot interactions and guiding the deployment of humor-driven chatbots in customer service environments.

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