Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/107961
Title: | Human Vs robot service failure : investigating customers' forgiveness and service recovery expectations | Authors: | Huang, Z Lo, A |
Issue Date: | 2023 | Source: | In the 19th Asia Pacific Forum for Graduate Students Research in Tourism : conference proceedings, 30 June-02 July 20523, Danang, Vietnam, p. 60-63 | Abstract: | This research investigates customer responses to service failure when engaging with different service provider agents (SPAs) in terms of forgiveness and service recovery expectation (SRE). A 3 (humans vs humanoid robots vs non-humanoid robots) × 2 (process vs outcome failure) between-subjects experimental design was utilized. One-way ANOVA was performed to test the mean difference of forgiveness and SRE when engaged with different SPAs under different types of service failure. Correlation and linear regression were adopted to explore their relationships with customer dissatisfaction. The findings demonstrated that customers experiencing service failure delivered by SPAs with higher humanness have lower forgiveness and higher SRE in the process failure situation, while service failure delivered by SPAs with lower humanness have higher forgiveness and lower SRE. However, there is no significant difference in the outcome failure situation. Furthermore, forgiveness and SRE have negative and positive relations with customer dissatisfaction respectively. This study has both theoretical and managerial implications. | Keywords: | Service provider agent Humanness Service failure Customer forgiveness Service recovery expectation Dissatisfaction |
Rights: | Posted with permission of the conference organizer. |
Appears in Collections: | Conference Paper |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
19th APF_Bobby_Ada.pdf | 789.65 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.