Due to the rising use of service chatbots in digital service encounters, digital service recovery is no longer restricted to only human-to-human contacts. As more businesses and brands turn to chatbots to provide customer support and handle service failures. The chatbot interactional style is becoming more prevalent and sophisticated when utilized chatbot to handle complaints. When it comes to the recovery process, it has a significant impact on the consumer's overall experience since they naturally find the cause of problem when they experienced with service failure. Using one-to-one communication, this study analyzes the differences between social and task-oriented interactions of a service chatbot while dealing with service complaints by focusing on (high/low) blame attribution on the failure. This study adopts a between-subject design with 2 (service chatbot: social-oriented vs task-oriented) X 2 (blame attribution: high vs low). This study demonstrates several findings regarding perceived service climate in accordance with the notion of service recovery paradox. The use of social-oriented chatbot can be seen as an effective recovery process which leads to positive service climate. Plus, the study shows that perceived service climate act as a main indicator that trigger the dissatisfied emotion into the satisfied one especially when encountering with social-orient chatbot displaying empathic taking care of the emotion.

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