It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Jing (Jasper) Yu, Xiaoming (Rose) Liu, Mang He, Liman (Mandy) Huang, Jun (Justin) Li
| Year of publication: |
2024
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|---|---|
| Authors: | Yu, Jing ; Liu, Xiaoming ; He, Mang ; Huang, Liman ; Li, Jun |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 120.2024, Art.-No. 103759, p. 1-11
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| Subject: | Customer empowerment | Human-robot interaction | Robot service recovery | Service agent | Service robot | Roboter | Robot | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | 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.2024.103759 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015071094