Dataset for "Human vs. AI Service Recovery: The Mediating Role of Perceived Sincerity in Customer Forgiveness"

Description

This dataset contains survey data from three between-subjects experiments examining how recovery agent type (human versus AI) influences customer forgiveness in AI service failure contexts. Study 1 tests the main effect of recovery agent type and the mediating role of perceived sincerity. Study 2 examines the interaction between recovery agent type and recovery strategy (warmth-oriented versus competence-oriented). Study 3 examines the interaction between recovery agent type and temporal metaphor framing (self-moving versus event-moving). Data were collected from general consumers in China with prior experience using AI customer service.

Steps to reproduce

Data were collected through three between-subjects experiments conducted offline in China. Participants were general consumers with prior experience using AI customer service and were compensated with shopping vouchers. In each study, participants were randomly assigned to experimental conditions and exposed to video stimuli depicting AI service failure and recovery scenarios. After viewing the stimuli, participants completed self-reported questionnaire measures using seven-point Likert scales. Manipulation check items were included to verify experimental conditions, and participants who failed the manipulation checks were excluded. Data were recorded and organized using Microsoft Excel. Study 1 employed a single-factor two-group design (N=136), Study 2 employed a 2×2 between-subjects design (N=186), and Study 3 employed a 2×2 between-subjects design (N=192).

Institutions

• Kyung Hee University

  Seoul, Seoul

Categories

Licence