Research on the Impact of AI Customer Service Remedial Communication Strategies on User Satisfaction in the Context of Meituan Waimai’s (Meituan Food Delivery) Delivery Errors

DOI

10.2991/978-2-38476-609-3_77How to use a DOI?

Keywords

AI customer Service; Empathy Expression; Service Recovery; Customer Satisfaction; Perceived Value

Abstract

This study aims to investigate the role of AI customer service communication strategies on customer satisfaction from the perspective of service failures on food delivery platforms, such as Meituan Food Delivery. According to the theory of service remediation, the present study seeks to investigate the role of communication strategies, especially the expression of empathy, on the post-service failure evaluations made by the customer. In addition, the present study seeks to investigate the underlying psychological mechanism through which communication strategies affect customer satisfaction, especially the role of perceived being valued as the underlying mechanism, as well as the role of the severity of the service failure as an important situational factor. The present study synthesises the existing empirical findings on the subject to argue that the expression of empathy is an important mechanism through which the customer-provider relationship is repaired in the context of applying AI in customer service. However, due to time constraints, the research design is modified into a literature-based paper. The review from the literature indicates that the empathy-oriented communication approach is more effective compared to a standard communication response in raising customer satisfaction levels, especially when there is a case of service failure.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Ziyi Li
PY  - 2026
DA  - 2026/09/04
TI  - Research on the Impact of AI Customer Service Remedial Communication Strategies on User Satisfaction in the Context of Meituan Waimai’s (Meituan Food Delivery) Delivery Errors
BT  - Proceedings of the 2026 3rd International Conference on Public Relations and Media Communication (PRMC 2026)
PB  - Atlantis Press
SP  - 708
EP  - 722
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-609-3_77
DO  - 10.2991/978-2-38476-609-3_77
ID  - Li2026
ER  -