Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?

The authors are grateful to the senior editor, the associate editor, and the anonymous reviewers for their guidance and insightful suggestions during the review process. The authors also thank Sam Bond, Sridhar Narasimhan, and Mingfeng Lin from the Georgia Institute of Technology for their constructive feedback on earlier versions of this paper, which was part of the first author’s doctoral dissertation. Finally, the authors express gratitude to Marius Florin Niculescu, Lizhen Xu, Michael Smith, Adrian Gardiner, Hao Hu, and Katsiaryna Siamionava for their help in recruiting experiment participants.