Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention
Nika Meyer (née Mozafari), Melanie Schwede, Maik Hammerschmidt, Welf Hermann Weiger
| Year of publication: |
2022
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|---|---|
| Authors: | Meyer, Nika ; Schwede, Melanie ; Hammerschmidt, Maik ; Weiger, Welf |
| Published in: |
Electronic markets : EM ; the international journal of electronic commerce and business media. - Berlin : Springer, ISSN 1422-8890, ZDB-ID 2017342-8. - Vol. 32.2022, 4, p. 2491-2505
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| Subject: | Human-robot interaction | Responsibility attribution | Service failure | Service recovery | Social cognition | User retention | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kognition | Cognition | Kundenintegration | Customer integration | Beziehungsmarketing | Relationship marketing | Roboter | Robot | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s12525-022-00613-4 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013556744