以在航空業為例，探討在輕微和嚴重的服務失誤中，智能聊天機器的語氣對客戶的再購買意向的影響程度

Abstract

noneThis thesis delves into the utilization of chatbots as a viable recovery tool to address service failures within the airline industry. In today's highly competitive airline sector, where customer service and satisfaction play a pivotal role, chatbots offer a prompt and personalized means of assisting customers who have encountered service setbacks. By efficiently managing numerous customer inquiries simultaneously, chatbots effectively minimize wait times and streamline the resolution process, thus curbing the escalation of service failures. Additionally, chatbots serve as valuable sources of feedback, providing insights that can be utilized to enhance overall service offerings. The findings of this thesis suggest that chatbots are gaining significant traction as a preferred recovery tool within the airline industry, offering substantial potential to elevate customer experiences and manage service failures more effectively. As technology continues to advance, further research and exploration in this area can uncover innovative ways to optimize the use of chatbots, enabling airlines to better meet customer needs and exceed their expectations.Overall, the study underscores the growing recognition of chatbots as an integral component of service recovery strategies in the airline industry, contributing to improved customer satisfaction and enhanced operational efficiency.