Greaves, Claudette2024-09-192024-09-192021Greaves, Claudette. (2021). Chatbot says “Sorry, I don’t understand”: Recovery strategies for chatbot service failure [Master’s dissertation, University of the Witwatersrand, Johannesburg]. WireDSpace.https://hdl.handle.net/10539/40977https://hdl.handle.net/10539/40977A research report submitted in partial fulfillment of the requirements for the degree of Master of Management in the field of Digital Business to the Faculty of Commerce, Law and Management, Wits Business School, University of the Witwatersrand, Johannesburg, 2021AI Chatbots, especially those that are in early stages of development, can often be prone to ‘failure’ such as the inability to understand a customer question or to retrieve appropriate answers. This paper integrates the theories of expectation- confirmation, equity, and justice to construct an understanding behind customer’s preferences for organisational recovery strategies when nascent chatbots fail in South African financial services. The study proposes that when a failure occurs with a chatbot, customer expectations, perceived inequity, and justice influence recovery of customer outcomes to pre-failure levels or even better. The research takes an experimental approach to examine the impact of different organisational recovery strategies on satisfaction, loyalty, and intent to re-use the chatbot in a banking case studyen© 2021 University of the Witwatersrand, Johannesburg. All rights reserved. The copyright in this work vests in the University of the Witwatersrand, Johannesburg. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of University of the Witwatersrand, Johannesburg.ChatbotService failureRecovery strategiesJusticeIntent to re-useLoyaltyUCTDSDG-9: Industry, innovation and infrastructureDissertationUniversity of the Witwatersrand, Johannesburg