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While the proliferation of chatbots allows companies to connect with their customers in a cost- and time-efficient manner, it is not deniable that they quite often fail expectations and may even pose negative impacts on user experience. The purpose of the study is to empirically explore the negative user experience with chatbots and understand how users respond to service failure caused by chatbots.

This study adopts a qualitative research method and conducts thematic analysis of 23 interview transcripts.

It identifies common areas where chatbots fail user expectations and cause service failure. These include their inability to comprehend and provide information, over-enquiry of personal or sensitive information, fake humanity, poor integration with human agents, and their inability to solve complicated user queries. Negative emotions such as anger, frustration, betrayal and passive defeat were experienced by participants when they interacted with chatbots. We also reveal four coping strategies users employ following a chatbots-induced failure: expressive support seeking, active coping, acceptance and withdrawal.

Our study extends our current understanding of human-chatbot interactions and provides significant managerial implications. It highlights the importance for organizations to re-consider the role of their chatbots in user interactions and balance the use of human and chatbots in the service context, particularly in customer service interactions that involve resolving complex issues or handling non-routinized tasks.

The purpose of this paper is to describe the different design approaches architects take towards the adaptive reuse of small-scale shipyards. Thereby giving a proposition for future projects by giving insight in how others preceded and showcasing different possibilities.

The research is based on a literary review in combination with a case study, following one main question: What architectural approaches do architects employ in redesigning nineteenth- and twentieth century dockyards in Northern Europe and how do these approaches consider the history of building and context? First, this paper researches the history of adaptive reuse. Additionally, the historical and cultural context of shipyards is researched. Finally, a case study is done linking theory with practice. Selected cases are: Kromhout shipyard in Amsterdam, Verftet Ny-Hellesund in Ny-Hellesund and the Maritime Museum in Helsingør.

Four approaches to adaptive re-use were distinguished in the cases: differentiation, continuation, cultivation and optimisation. Each has its own implications for the design and the chosen approach is ultimately related to the important heritage values of each individual shipyard. Heritage professionals proved to have a great say, in the early stages of the adaptation process, in which the adaptive reuse approach was chosen.

This comparative research enables an in-depth analysis and comparison and thorough qualitative understanding. It however limits the insight in the representativeness of these cases.

This paper compares the adaptive reuse of small-scale shipyards in an international perspective. It offers insight into the patterns, principles and context of the architectural reuse of this underexposed industrial heritage.