Chatbot service failures are inevitable in tourism and hospitality, how chatbot service recovery retains tourists is an issue that cannot be ignored. The nudging effect of default options on consumers' behavior has been demonstrated in marketing. Whether default options can be as a powerful tool for service failure recovery is underexplored. Thus, this study aims to explore whether the default option can improve tourists' willingness to continue using the chatbot after service failure. Hypotheses were tested using three experiments, results showed that the opt-out default option can increase higher tourists' continuous use intention by decreasing tourists' affective effort. This effect is moderated by service recovery and emoticon. Specifically, opt-out default option is more effective to improve continuous usage intention when using informational help and pleading emoticon. These findings enriched theories on chatbot service failure and recovery and provide insight for default options using in chatbot under tourism and hospitality industry.

中文翻译：

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旅游聊天机器人故障后默认选项对游客意向的影响：服务恢复和表情符号的作用


聊天机器人服务失败在旅游和酒店业中是不可避免的，聊天机器人服务恢复如何留住游客是一个不容忽视的问题。默认选项对消费者行为的推动作用已在营销中得到证明。默认选项是否可以作为服务故障恢复的强大工具尚未得到充分探索。因此，本研究旨在探讨默认选项是否可以提高游客在服务失败后继续使用聊天机器人的意愿。通过三个实验对假设进行了检验，结果表明，选择退出默认选项可以通过减少游客的情感努力来提高游客的持续使用意愿。这种效果通过服务恢复和表情符号来调节。具体来说，选择退出默认选项对于提高使用信息帮助和恳求表情符号时的持续使用意图更有效。这些发现丰富了有关聊天机器人服务故障和恢复的理论，并为旅游和酒店业聊天机器人中使用的默认选项提供了见解。