How sincere is an apology? : recovery satisfaction in a robot service failure context
Year of publication: |
2021
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Authors: | Hu, Yaou ; Min, Hyounae ; Su, Na |
Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1557-7554, ZDB-ID 2202405-0. - Vol. 45.2021, 6, p. 1022-1043
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Subject: | service failure | service automation | service robots | sincerity | service recovery satisfaction | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Automatisierung | Automation |
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