Service recovery

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

引用数: 448 • 2020

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

引用数: 292 • 2020

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

引用数: 184 • 2020

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong Wu, Anna S. Mattila

引用数: 148 • 2016

How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context

Yaou Hu, Hyounae Min, Na Su

引用数: 140 • 2021

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots

Xinyu Xing, Meng­meng Song, Yucong Duan, Jian Mou

引用数: 108 • 2022

May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness

Esra Arıkan, Nesenur Altınigne, Ebru Kuzgun, Mehmet Okan

引用数: 102 • 2022

Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

Meng­meng Song, Jingzhe Du, Xinyu Xing, Jian Mou

引用数: 71 • 2022

Research on service robot adoption under different service scenarios

Yun Liu, Xingyuan Wang, Shuyang Wang

引用数: 55 • 2021

Service robot’s responses in service recovery and service evaluation: the moderating role of robots’ social perception

Minghui Shan, Z. A. Zhu, Haipeng Chen, Sijie Sun

引用数: 48 • 2023

Tech-touch balance in the service encounter: The impact of supplementary human service on consumer responses

Laurie Wu, Alei Fan, Yang Yang, Zeya He

引用数: 43 • 2021

Robot service failure: the double-edged sword effect of emotional labor in service recovery

Yunxia Shi, Rumeng Zhang, Chunhao Ma, Lijie Wang

引用数: 37 • 2022

Consumers’ Ethical Perceptions of Autonomous Service Robots in Hotels

Boyu Lin, Woojin Lee, Nicholas Wise, Hwansuk Chris Choi

引用数: 34 • 2023

Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response

Yun Liu, Xingyuan Wang

引用数: 31 • 2024

Paying for robotic errors: exploring the relationship between robot service failure stressors, emotional labor and recovery work engagement

Xin Liu, Lu Zhang, Michael S. Lin, Guangmei Jia

引用数: 30 • 2025

Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mahmood Mir, Rohail Ashraf, Tahir Abbas Syed, Sara Ali, Raheel Nawaz

引用数: 25 • 2023

Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? A mind perception perspective

Yaxin Zhao, Zhangxiang Zhu, Binli Tang

引用数: 25 • 2025

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Meng­meng Song, Xinyu Xing, Yucong Duan, Jian Mou

引用数: 24 • 2023

Human-robot collaboration in service recovery: Examining apology styles, comfort emotions, and customer retention

Hong Ngoc Nguyen, Murat Hançer

引用数: 21 • 2024

Mind the voice! The effect of service robot voice vividness on service failure tolerance

Jiale Huo, Le Gong, Yue Xi, Danni Chen, Qiang Yang

引用数: 17 • 2024