To err is human(-oid) : how do consumers react to robot service failure and recovery?
Sungwoo Choi, Anna S. Mattila, and Lisa E. Bolton
| Year of publication: |
2021
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|---|---|
| Authors: | Choi, Sungwoo ; Mattila, Anna S. ; Bolton, Lisa E. |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 3, p. 354-371
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| Subject: | anthropomorphism | service failures | service recovery | service robots | social cognition | Dienstleistungsqualität | Service quality | Roboter | Robot | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670520978798 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012592941