When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Jinsheng Cui, Mengwei Zhang and Jianan Zhong
| Year of publication: |
2023
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|---|---|
| Authors: | Cui, Jinsheng ; Zhang, Mengwei ; Zhong, Jianan |
| Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 6, p. 842-872
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| Subject: | Service failure | Anticipated trust | Tolerance | Brand switching intention | Service robot | Roboter | Robot | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Vertrauen | Confidence | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Markenführung | Brand management | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSTP-10-2022-0238 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014448129