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This study, grounded in the theory of social presence and dual-process theory, employed a mixed-method approach combining questionnaire surveys and event-related potential (ERP) experiments to investigate the effect of different language styles (rational vs. humorous) and recovery strategies (gratitude vs. apology) on users\u2019 willingness to forgive during the GenAI service recovery process. It further delves into the chained mediating role of perceived sincerity and social presence in this process. The findings revealed that a humorous language style was more effective in enhancing users\u2019 willingness to forgive compared to a rational style, primarily through the enhancement of users\u2019 perceived sincerity and sense of social presence; recovery strategies played a moderating role in this process, with the positive impact of perceived sincerity on social presence being significantly amplified when the GenAI service adopted an apology strategy. ERP results indicated that a rational language style significantly induced a larger N2 component (cognitive conflict) in apology scenarios, while a humorous style exhibited higher amplitude in the LPP component (positive emotional evaluation). This research unveils the intricate relationships between language style, recovery strategies, and users\u2019 willingness to forgive in the GenAI service recovery process, providing important theoretical foundations and practical guidance for designing more effective GenAI service recovery strategies, and offering new insights into developing more efficacious GenAI service recovery tactics.<\/jats:p>","DOI":"10.3390\/systems12100430","type":"journal-article","created":{"date-parts":[[2024,10,14]],"date-time":"2024-10-14T12:44:31Z","timestamp":1728909871000},"page":"430","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":11,"title":["Language Styles, Recovery Strategies and Users\u2019 Willingness to Forgive in Generative Artificial Intelligence Service Recovery: A Mixed Study"],"prefix":"10.3390","volume":"12","author":[{"ORCID":"https:\/\/orcid.org\/0009-0004-4151-8372","authenticated-orcid":false,"given":"Dong","family":"Lv","sequence":"first","affiliation":[{"name":"School of Business Administration, Huaqiao University, Quanzhou 362021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5394-0018","authenticated-orcid":false,"given":"Rui","family":"Sun","sequence":"additional","affiliation":[{"name":"School of Business Administration, Huaqiao University, Quanzhou 362021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Qiuhua","family":"Zhu","sequence":"additional","affiliation":[{"name":"School of Business Administration, Huaqiao University, Quanzhou 362021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9666-9136","authenticated-orcid":false,"given":"Yue","family":"Cheng","sequence":"additional","affiliation":[{"name":"College of Architecture and Urban Planning, Tongji University, Shanghai 200092, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Rongrong","family":"Wang","sequence":"additional","affiliation":[{"name":"School of Business Administration, Huaqiao University, Quanzhou 362021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Shukun","family":"Qin","sequence":"additional","affiliation":[{"name":"School of Business Administration, Huaqiao University, Quanzhou 362021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2024,10,14]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"1076","DOI":"10.1038\/s42256-023-00720-7","article-title":"Influencing Human\u2013AI Interaction by Priming Beliefs about AI Can Increase Perceived Trustworthiness, Empathy and Effectiveness","volume":"5","author":"Pataranutaporn","year":"2023","journal-title":"Nat. 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