Can service robots recover themselves? : the effect of service recovery agents and robot service failure types on customer response
Yun Liu, Xingyuan Wang
| Year of publication: |
2025
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|---|---|
| Authors: | Liu, Yun ; Xingyuan, Wang |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 124.2025, Art.-No. 103951, p. 1-11
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| Subject: | Customer forgiveness | Customer satisfaction | Perceived role congruity | Service recovery agents | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Taiwan | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2024.103951 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015340088