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 service robots that avoid alienating users in case of...

Stereotype content researchers have grown accustomed to ask participants how ‘society’ views social groups to tap into culturally shared stereotype content and to reduce social desirability bias (J Person Soc Psychol, 82, 2002, 878). However, methodological and theoretical considerations...