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Service recovery by AI or huma...
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Showing
1
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10
of
95,028
Sort
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date (newest first)
date (oldest first)
1
Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of
robot
eeriness
Sheng, Xiaojing
;
Murray, Ross
;
Ketron, Seth C.
;
Felix, Reto
- In:
International journal of hospitality management
119
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
Saved in:
2
Customer's social cognition in service recovery satisfaction with human vs
robot
agent
Lajante, Mathieu
;
Dohm, Nina Carolin
- In:
International journal of quality and service sciences
16
(
2024
)
4
,
pp. 498-518
Persistent link: https://www.econbiz.de/10015417285
Saved in:
3
Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? : a mind perception perspective
Zhao, Yaxin
;
Zhu, Zhangxiang
;
Tang, Binli
-
2025
Persistent link: https://www.econbiz.de/10015359597
Saved in:
4
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
5
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
6
Robot
service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
7
Human staff vs. service
robot
vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
8
It takes two to empower : customer responses to empowerment recovery in the context of
robot
service failure
Yu, Jing
;
Liu, Xiaoming
;
He, Mang
;
Huang, Liman
;
Li, Jun
- In:
International journal of hospitality management
120
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
Saved in:
9
How sincere is an
apology
? : recovery satisfaction in a
robot
service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
10
Effects of human-
robot
interaction type on customer tolerance of humanoid
robot
service failure
Ma, Ke
;
Duan, Xiaojie
;
Fu, Xiaoye
;
Liu, Wengang
;
Zheng, …
- In:
Journal of hospitality marketing & management
34
(
2025
)
1
,
pp. 72-91
Persistent link: https://www.econbiz.de/10015189079
Saved in:
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