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Comput.-Hum. Interact."],"published-print":{"date-parts":[[2024,10,31]]},"abstract":"<jats:p>\n            While chatbots are increasingly used for customer service, there is a knowledge gap concerning the impact of Conversational Breakdown in such chatbot interactions. In a 2\n            <jats:inline-formula content-type=\"math\/tex\">\n              <jats:tex-math notation=\"LaTeX\" version=\"MathJax\">\\({\\times}\\)<\/jats:tex-math>\n            <\/jats:inline-formula>\n            4 factorial design online experiment, we studied how Conversational Breakdown impacts user emotion and trust in a chatbot for customer service, given variations in task criticality and breakdown task order. Here, 257 participants were randomly assigned to complete high- or low-criticality tasks with a prototype chatbot for customer service, experiencing Conversational Breakdown for the first, second, third or none of their tasks. The task set was decided from a 63-participant pre-study. We found significant impact of Conversational Breakdown, including a marked order effect on overall trust, as well as a bounce-back effect on task-specific trust and emotion after subsequent successful task completion. We found no post-interaction effect of Task Criticality. Based on our findings, we discuss theoretical and practical implications and suggest future research.\n          <\/jats:p>","DOI":"10.1145\/3690383","type":"journal-article","created":{"date-parts":[[2024,9,3]],"date-time":"2024-09-03T15:50:54Z","timestamp":1725378654000},"page":"1-52","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":16,"title":["Conversational Breakdown in a Customer Service Chatbot: Impact of Task Order and Criticality on User Trust and Emotion"],"prefix":"10.1145","volume":"31","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-2763-0996","authenticated-orcid":false,"given":"Asbj\u00f8rn","family":"F\u00f8lstad","sequence":"first","affiliation":[{"name":"SINTEF, Oslo, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0873-0150","authenticated-orcid":false,"given":"Effie L.-C.","family":"Law","sequence":"additional","affiliation":[{"name":"Durham University, Durham, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8826-1509","authenticated-orcid":false,"given":"Nena","family":"van As","sequence":"additional","affiliation":[{"name":"boost.ai, Sandnes, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2024,11,10]]},"reference":[{"key":"e_1_3_1_2_2","doi-asserted-by":"publisher","DOI":"10.1007\/s12525-020-00414-7"},{"key":"e_1_3_1_3_2","volume-title":"Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems","author":"Ashktorab Zahra","year":"2019","unstructured":"Zahra Ashktorab, Mohit Jain, Q. 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