Influencing customer compensation expectations in service failures : comparing the roles of service robots and human employees
Jinzhu Song, Chenming Wen, Youlin Huang
| Year of publication: |
2025
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|---|---|
| Authors: | Song, Jinzhu ; Wen, Chenming ; Huang, Youlin |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 126.2025, Art.-No. 104031, p. 1-13
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| Subject: | Service robot | Blame attribution | Compensation expectation | Human employee | Service failure | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | 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.2024.104031 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015358273