Abstract：Artificial intelligence(AI) service failure has a detrimental impact on user experience and company’s reputation, underscoring the growing importance for researchers to comprehend its consequences and develop effective countermeasures. In this paper, we draw on the attribution theory to frame the consequences of AI service failures, including users' attributions, negative emotions, service expectations and behavioral tendencies. Company could buffer and remedy those negative outcomes through pre-design and post-recovery. Based on this systematic review, we proposed four promising directions for future research: the effect of utilitarian recovery measures provided by AI, stable dimensions of service AI schemas, specific directions of users’ attribution and antecedents of customer participation in co-created service recovery.
彭蕾，陈晓曦. 人工智能服务失败的后果与应对：归因理论视角[J]. 应用心理学, 0, (): 1-.
PENG Lei，CHEN Xiao-xi. The Consequences and Management of AI Service Failure: An Attribution Theory Perspective. 应用心理学, 0, (): 1-.
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