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Would you forgive anthropomorphic conversational AI agents for service failures? Exploring the impact of anthropomorphism on customer forgiveness

Published Online: 2026-02-24

Published Print: 2026-12

Authors

Xie, Yuguang

Liang, Changyong

Zhou, Peiyu https://orcid.org/0000-0003-2823-5242
Zhao, Shuping

Jiang, Li
Funding

Funding for this research was provided by:

National Social Science Fund of China (21AZD116)
License Information

Text and Data Mining valid from 2026-02-24

Version of Record valid from 2026-02-24
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Article History

Received: 9 July 2025

Accepted: 12 February 2026

First Online: 24 February 2026

Document is current