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

Robots are the next wave in service technology; however, this advanced technology is not perfect. This research examines how social perceptions regarding the warmth and competence of service robots influence consumer reactions to service failures and recovery efforts by robots. We argue that humanoi...

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Bibliographic Details
Published in:Journal of service research : JSR 2021-08, Vol.24 (3), p.354-371
Main Authors: Choi, Sungwoo, Mattila, Anna S., Bolton, Lisa E.
Format: Article
Language:English
Subjects:
Consumers
Failure
Robots
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