To err is human(-oid) : how do consumers react to robot service failure and recovery?
Year of publication: |
2021
|
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Authors: | Choi, Sungwoo ; Mattila, Anna S. ; Bolton, Lisa E. |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 3, p. 354-371
|
Subject: | anthropomorphism | service failures | service recovery | service robots | social cognition | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
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