This study examined the effects of service recovery entities (ie, robot-generated text, robot-
generated voice, and human service employee) on recovery satisfaction through the …

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 …

Abstract Service robots are playing an increasing role in tourism and hospitality. However,
this advanced technology is not immune to mistakes. The current research focuses on …

Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …

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

Although chatbots have been widely used in dealing with service complaints, knowledge
about the recovery performance of chatbots is limited. Drawing upon lay belief and …

With the growing use of robots in the service industry, service failures have increased. This
study applies the Communication Accommodation Theory to examine how robot employees' …

Organizations are increasingly relying on service robots to improve efficiency, but these
robots often make mistakes, which can aggravate customers and negatively affect …

This study investigated the influence of service robot attributes on customers' hospitality
experience from the perspective of relationship building. Through literature review and a …

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 …