The blame shift : robot service failures hold service firms more accountable
Yuhosua Ryoo, Yongwoog Andy Jeon, WooJin Kim
| Year of publication: |
2024
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| Authors: | Ryoo, Yuhosua ; Jeon, Yongwoog ; Kim, WooJin |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 2013438-1. - Vol. 171.2024, Art.-No. 114360, p. 1-14
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| Subject: | Attribution theory | Robot humanization | Robot intelligence | Service failures | Service robots | Roboter | Robot | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2023.114360 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014535999