AI Review Bots vs. Humans in Handling Negative Reviews: Who Builds More Trust?
Yizhen Wei, David (Jingjun) Xu, Kai Li • Journal of Theoretical and Applied Electronic Commerce Research
(2026)
As artificial intelligence (AI) increasingly engages in managing consumer interactions on e-commerce platforms, an important question arises: how do public AI-generated replies to negative reviews compare with human replies in fostering con...
DOAJ
Open Access (DOAJ)
DOI:
10.3390/jtaer21030094