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OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!

If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.

Requested Article:

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots
Xinyu Xing, Meng­meng Song, Yucong Duan, et al.
Technology in Society (2022) Vol. 70, pp. 102049-102049
Closed Access | Times Cited: 51

Showing 1-25 of 51 citing articles:

Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory
Meng­meng Song, Huixian Zhang, Xinyu Xing, et al.
Journal of Retailing and Consumer Services (2023) Vol. 73, pp. 103323-103323
Closed Access | Times Cited: 51
Chatbots’ effectiveness in service recovery
Arpita Agnihotri, Saurabh Bhattacharya
International Journal of Information Management (2023) Vol. 76, pp. 102679-102679
Open Access | Times Cited: 40
New Perspectives in Innovation Failure Analysis: A taxonomy of general errors and strategic management for reducing risks
Mario Coccia
Technology in Society (2023) Vol. 75, pp. 102384-102384
Open Access | Times Cited: 27
Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction
Cheng Zhou, Qian Chang
Journal of Retailing and Consumer Services (2024) Vol. 78, pp. 103779-103779
Closed Access | Times Cited: 10
How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity
Wenlong Liu, Min Jiang, Wangjie Li, et al.
Technological Forecasting and Social Change (2024) Vol. 203, pp. 123407-123407
Closed Access | Times Cited: 10
Voice artificial intelligence service failure and customer complaint behavior: The mediation effect of customer emotion
Binbin Li, Luning Liu, Weicheng Mao, et al.
Electronic Commerce Research and Applications (2023) Vol. 59, pp. 101261-101261
Closed Access | Times Cited: 20
Explaining Policyholders’ Chatbot Acceptance with an Unified Technology Acceptance and Use of Technology-Based Model
Jorge de Andrés Sánchez, Jaume Gené-Albesa
Journal of theoretical and applied electronic commerce research (2023) Vol. 18, Iss. 3, pp. 1217-1237
Open Access | Times Cited: 20
Service robot’s responses in service recovery and service evaluation: the moderating role of robots’ social perception
Minghui Shan, Zhenzhong Zhu, Haipeng Chen, et al.
Journal of Hospitality Marketing & Management (2023) Vol. 33, Iss. 2, pp. 145-168
Closed Access | Times Cited: 20
Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers
Jorge de Andrés Sánchez, Jaume Gené-Albesa
Humanities and Social Sciences Communications (2024) Vol. 11, Iss. 1
Open Access | Times Cited: 5
Is cute AI more forgivable? The impact of informal language styles and relationship norms of conversational agents on service recovery
Qian Hu, Zhao Pan
Electronic Commerce Research and Applications (2024) Vol. 65, pp. 101398-101398
Closed Access | Times Cited: 5
Chatbot symbolic recovery and customer forgiveness: a moderated mediation model
Heba Zaki, Bassam Samir Al‐Romeedy
Journal of Hospitality and Tourism Technology (2024) Vol. 15, Iss. 4, pp. 610-628
Closed Access | Times Cited: 5
Assessing Attitude and Behavioral Intention toward Chatbots in an Insurance Setting: A Mixed Method Approach
Jorge de Andrés-Sánchez, Jaume Gené-Albesa
International Journal of Human-Computer Interaction (2023) Vol. 40, Iss. 17, pp. 4918-4933
Closed Access | Times Cited: 15
Robot service failure and recovery: Literature review and future directions
Dewen Liu, Changfei Li, Jieqiong Zhang, et al.
International Journal of Advanced Robotic Systems (2023) Vol. 20, Iss. 4
Open Access | Times Cited: 15
Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery
Siran Wang, Qiang Yan, Lingli Wang
Electronic Commerce Research (2023)
Closed Access | Times Cited: 14
Negative emotions’ impact on consumer satisfaction and loyalty due to failures in financial services: application of the affective-cognitive model
Alejandro J. Sottolichio, Héctor R. Ponce, G Cabezas
Academia Revista Latinoamericana de Administración (2025)
Closed Access
Consumers' questions as nudges: Comparing the effect of linguistic cues on LLM chatbot and human responses
Qian Wu, Han Zheng
Journal of Retailing and Consumer Services (2025) Vol. 84, pp. 104250-104250
Closed Access
Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery
Wen‐Hai Chih, Kai-Yu Wang, Hope Wilfred Banda
Journal of Retailing and Consumer Services (2025) Vol. 84, pp. 104254-104254
Closed Access
Recovering customer satisfaction after a chatbot service failure – The effect of gender
Alexandra Rese, Lennart Witthohn
Journal of Retailing and Consumer Services (2025) Vol. 84, pp. 104257-104257
Open Access
Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery
Chenze Xie, Junhong Zhu, Yuguang Xie, et al.
Electronic Commerce Research and Applications (2025), pp. 101488-101488
Closed Access
Satisfaction with AI chatbots in crowdsourcing services: anthropomorphic and fairness perspectives
Le Yi Koh, Yek Guo Cheh, Kum Fai Yuen, et al.
Behaviour and Information Technology (2025), pp. 1-22
Closed Access
Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery
Martin Haupt, Anna Rozumowski, Jan Freidank, et al.
Electronic Markets (2023) Vol. 33, Iss. 1
Open Access | Times Cited: 11
Application of the Chatbot in University Education: A Bibliometric Analysis of Indexed Scientific Production in SCOPUS, 2013-2023
Omar Chamorro-Atalaya, Soledad Olivares-Zegarra, Lisle Sobrino-Chunga, et al.
International Journal of Learning Teaching and Educational Research (2023) Vol. 22, Iss. 7, pp. 281-304
Open Access | Times Cited: 10
Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis
Xintong Yao, Yipeng Xi
Technology in Society (2024) Vol. 78, pp. 102625-102625
Closed Access | Times Cited: 3
Navigating Technological Shifts: An Examination of User Inertia and Technology Prestige in Large-Language-Model AI Chatbot Transition
Yipeng Xi
International Journal of Human-Computer Interaction (2024), pp. 1-17
Closed Access | Times Cited: 3
Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices
Linxiang Lv, Minxue Huang, Dawei Guan, et al.
Journal of Travel & Tourism Marketing (2022) Vol. 39, Iss. 6, pp. 570-587
Closed Access | Times Cited: 18
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