Robot service failure : the double-edged sword effect of emotional labor in service recovery
Yunxia Shi and Rumeng Zhang, Chunhao Ma, and Lijie Wang
| Year of publication: |
2023
|
|---|---|
| Authors: | Shi, Yunxia ; Zhang, Rumeng ; Ma, Chunhao ; Wang, Lijie |
| Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 1, p. 72-88
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| Subject: | Emotional labor | Responsibility attribution | Service failure | Service recovery | Service robot | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Emotion | Kundenservice | Customer service | Roboter | Robot | Kundenzufriedenheit | Customer satisfaction | 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: | 10.1108/JSTP-03-2022-0048 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014301943