May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Esra Arikan, Nesenur Altinigne, Ebru Kuzgun, Mehmet Okan
| Year of publication: |
2023
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|---|---|
| Authors: | Arikan, Esra ; Altinigne, Nesenur ; Kuzgun, Ebru ; Okan, Mehmet |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 70.2023, p. 1-11
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| Subject: | Service robots | Responsibility attribution | Human-likeness | Service failure | Service recovery | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2022.103175 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014240279