Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Journal of Service Management, 2020•emerald.com
… This paper is the first to explore the attributions that customers make when they experience
robots in the frontline. … This paper sets out to compare customer attributions in service
encounters where the agent is a human (employee) to those in encounters where the agent is
a frontline robot. This is especially important in service pseudorelationships, in which a
customer typically interacts with different frontline agents across encounters, such as in airlines,
restaurants, or hotels (Hess et al., 2007). The impersonality of alternating contacts challenges …
robots in the frontline. … This paper sets out to compare customer attributions in service
encounters where the agent is a human (employee) to those in encounters where the agent is
a frontline robot. This is especially important in service pseudorelationships, in which a
customer typically interacts with different frontline agents across encounters, such as in airlines,
restaurants, or hotels (Hess et al., 2007). The impersonality of alternating contacts challenges …
Abstract
Purpose
Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on the attribution theory.
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