From Seconds to Sentiments: Differential Effects of Chatbot Response Latency on Customer Evaluations

초록

Since the current literature is inconclusive on what standards best determine the optimal length of response time for chatbots, this study aims to (1) examine the effect of response latency of chatbots on customer evaluations, (2) identify the boundary conditions that moderate the effects of response latency, and (3) determine the underlying mechanism explaining the link between response latency and customer evaluations. Two scenario-based experimental studies were conducted to explore two boundary conditions, typing indicator (Study 1) and emotional support (Study 2). In Study 1, longer response latency diminished customer satisfaction, yet the presence of a typing indicator mitigated these negative effects, as customers perceived a stronger sense of social presence. In Study 2, moderate response latency combined with emotional support heightened chatbot evaluations. Findings from the current research highlight the contextual importance of response latency and human-like elements in shaping positive customer perceptions of chatbots. © 2025 Taylor & Francis Group, LLC.

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