Sincerity or incompetence? The double-edged sword effect of sadness expression in chatbots service failure

作者：Weida Zhang, Bo Yang, Meifang Yang, Le Xie, Yu Zheng · 发表于：Journal of Retailing and Consumer Services · 年份：2025 · DOI：10.1016/j.jretconser.2025.104325 · 被引用次数：15 · 研究领域：AI in Service Interactions、Social Robot Interaction and HRI、Sentiment Analysis and Opinion Mining