Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only … recovery situation. Second, it is proposed that the three justice dimensions follow a defined sequence through the service … on the influence of the treatment received by other consumers on the consumer's perceived justice in the same service …

of the robot design (i.e., it is the same for warm vs. competent robots), the findings imply that service recovery …Firms use robots to deliver an ever-expanding range of services. However, as service failures are common, service … recovery actions are necessary to prevent user churn. This research further suggests that firms need to know how to design …