Results 261 to 270 of about 15,544,913 (349)

Profiling as a Service Failure

Journal of Service Research
Profiling occurs when negative stereotype assumptions based on personal characteristics (e.g., gender, age, race, or sexual orientation, among others) are applied to individuals, resulting in discrimination.
Kristina K. Lindsey-Hall, Susana Jaramillo, Melanie P. Lorenz, Candice L. Marti, Patrick B. Fennell   +4 more
semanticscholar   +2 more sources

Social cognition of humanoid robots on customer tolerance of service failure

International Journal of Contemporary Hospitality Management, 2023
Purpose This study aims to examine the effects of the perceived warmth and competence of humanoid robots on customer tolerance of service failure through the affective response and the boundary condition of relationship norms.
Ying Chang, Chu-Bing Zhang, Tian-Ge Li, Yina Li   +3 more
semanticscholar   +1 more source

Service failure and service recovery: A hybrid review and research agenda

International Journal of Consumer Studies, 2023
It is an opportune time to reflect on the progress of service failure and service recovery in the field of service marketing, specifically with a focus on perceived justice.
T. Sahaf, A. Fazili
semanticscholar   +1 more source

The effect of robot anthropomorphism on revisit intentions after service failure: a moderated serial mediation model

Asia Pacific Journal of Marketing and Logistics, 2023
PurposeThe purpose of this study is to examine how robotic anthropomorphism and personalized design may affect consumers' reactions to brands after service failure.Design/methodology/approachThis study conducted two studies based on cognitive appraisal ...
Jinsheng Cui, Jianan Zhong
semanticscholar   +1 more source

Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure

, 2021
As artificial intelligent technologies have been increasingly applied in tourism and hospitality industry, the service failure caused by artificial intelligence assistant and how to recover them are worth empirical studying.
Xing-Yang Lv, Yue Liu, Jingjing Luo, Yu-Qing Liu, Chunxiao Li   +4 more
semanticscholar   +1 more source

Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction

European Journal of Marketing, 2023
Purpose The intention-behavior gap that occurs when one’s actions do not align with their intentions has been the topic of interest of many researchers.
José Marcos Carvalho de Mesquita, Hyunju Shin, A. Urdan, Marco Tulio Campos Pimenta   +3 more
semanticscholar   +1 more source

How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure

Service Industries Journal, 2023
Voice assistants have become increasingly popular touchpoints in AI-infused service encounters in the hospitality industry. Although we have seen a growing body of research in this area, little attention has been paid to specific service failures ...
Bo Huang, S. Sénécal
semanticscholar   +1 more source

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Industrial management & data systems, 2023
PurposeBased on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of ...
Mengmeng Song, Xinyu Xing, Yu-Cong Duan, Jian Mou   +3 more
semanticscholar   +1 more source