Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …

This research investigates how consumers attribute service failure and recovery
responsibilities and respond to them differently based on the service provider agent type …

Abstract Service robots are on the rise. Technological advances in engineering, artificial
intelligence, and machine learning enable robots to take over tasks traditionally carried out …

Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …

This article reports findings from four studies examining blame attribution following service
failures perpetrated by frontline robots or human service providers. Findings show that when …

Robots are being implemented in many frontline services, from waiter robots in restaurants
to robotic concierges in hotels. A growing number of firms in hospitality and tourism …

The key to excellent service delivery is to ensure harmonious interactions between service
actors. Therefore, in the event of service failure incidents, an understanding of the roles and …

Purpose Recent service studies suggest focusing on the service triad consisting of
technology-customer-frontline employee (FLE). This study empirically investigates the role of …

Service organizations, emboldened by the imperative to innovate, are increasingly
introducing robots to frontline service encounters. However, as they augment or substitute …

Service robots are used in all aspects of the service industry and improve business
efficiency dramatically. However, service robot failures are also prevalent. This paper …