Emojional intelligence? The role of the pleading face emoji in chatbot complaint handling

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dc.contributor.advisorJoosten, H.
dc.contributor.authorBalk, Vera
dc.date.issued2024-06-26
dc.description.abstractIn today's digital era, chatbots are becoming prominent in customer service, including online complaint handling. Despite their benefits, chatbots often lack emotional intelligence, resulting in lower customer satisfaction. This study investigates whether a pleading face emoji can improve perceived firm sincerity, perceived firm empathy and perceived emotional intelligence. The findings indicate that chatbots are generally perceived as less sincere, empathetic and emotionally intelligent than human service providers. In addition, the use of the pleading face emoji leads to mixed results: it enhances the perceived firm empathy and most likely the perceived emotional intelligence, but it diminishes the perceived firm sincerity. These findings suggest that strategies effective in human interaction (e.g. use of pleading face emoji) may not be as effective when interacting with a chatbot. Moreover, it is found that older people experience more perceived firm sincerity, perceived firm empathy, and perceived emotional intelligence. This research provides valuable insights for firms into the design of chatbots and the use of the pleading face emoji in chatbot complaint handling.
dc.identifier.urihttps://theses.ubn.ru.nl/handle/123456789/17465
dc.language.isoen
dc.thesis.facultyFaculteit der Managementwetenschappen
dc.thesis.specialisationspecialisations::Faculteit der Managementwetenschappen::Master Business Administration::Marketing
dc.thesis.studyprogrammestudyprogrammes::Faculteit der Managementwetenschappen::Master Business Administration
dc.thesis.typeMaster
dc.titleEmojional intelligence? The role of the pleading face emoji in chatbot complaint handling
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