Examining the impact of service robot communication styles on customer intimacy following service failure
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' …
study applies the Communication Accommodation Theory to examine how robot employees' …
Chatbots and service failure: When does it lead to customer aggression
Artificial intelligence technology is changing the way services are delivered and introducing
opportunities for new sources of service failure. The purpose of this paper is to examine how …
opportunities for new sources of service failure. The purpose of this paper is to examine how …
Emotional communication by service robots: a research agenda
Purpose Many service industries are facing severe labor shortages. As a result, service
providers are turning to new sources of labor, such as service robots. Critics however often …
providers are turning to new sources of labor, such as service robots. Critics however often …
Customer comfort during service robot interactions
Customer comfort during service interactions is essential for creating enjoyable customer
experiences. However, although service robots are already being used in a number of …
experiences. However, although service robots are already being used in a number of …
How sincere is an apology? Recovery satisfaction in a robot service failure context
Y Hu, H Min, N Su - Journal of Hospitality & Tourism …, 2021 - journals.sagepub.com
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 …
generated voice, and human service employee) on recovery satisfaction through the …
Is cute AI more forgivable? The impact of informal language styles and relationship norms of conversational agents on service recovery
Q Hu, Z Pan - Electronic Commerce Research and Applications, 2024 - Elsevier
Conversational agents are increasingly handling a significant volume of service interactions
and are projected to handle up to 95% of customer service interactions. However, like any …
and are projected to handle up to 95% of customer service interactions. However, like any …
The more extroverted the better? Unraveling the complex relationship between service robots' personality and the service robot experience
C Li, B Larivière - Psychology & Marketing, 2023 - Wiley Online Library
This study combines the customer experience, service robot, and communication literatures
to explore how a service robot's personality affects the overall service robot experience. It …
to explore how a service robot's personality affects the overall service robot experience. It …
Appropriate service robots in exchange and communal relationships
This paper explores which type of service robot (functional vs. social) is evaluated more
favorably depending on a firm's communal or exchange relationship orientation and the …
favorably depending on a firm's communal or exchange relationship orientation and the …
When interacting with a service robot is (not) satisfying: The role of customers' need for social sharing of emotion
Abstract Service robots (SRs) are fast becoming the source of automated service delivery
processes and personalized frontline customer experiences in service firms. This study …
processes and personalized frontline customer experiences in service firms. This study …
Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures
Despite the growing application of interactive technologies like service robots in customer
service, there is limited understanding about how customers respond to interactions with …
service, there is limited understanding about how customers respond to interactions with …