In the context of customer service, chatbots have emerged as a crucial technology to reshape customer interactions and service recovery processes. This study scoping into the impact of chatbot communication styles on customer re-patronage intentions, drawing from attribution theory and the concept of perceived justice. A comprehensive experimental methodology was utilized, involving participants interacting with chatbots characterized by social oriented communication styles. The research analyzed the influence of these distinct styles on customers' blame attribution high and low, customers' perceived justice, and service satisfaction with the service recovery experience. The results of the study indicate that chatbots with a social-oriented communication style significantly elevate the perceived service climate and customer satisfaction. In contrast, customer prefer low social-oriented chatbots during more serious situations. These findings have implications for the design and implementation of chatbots in customer service.

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