The rapid advancement of artificial intelligence (AI) has impacted society in many aspects.
Alongside this progress, concerns such as privacy violation, discriminatory bias, and safety …

Purpose Social robots increasingly adopt service roles in the marketplace. While service
research is beginning to unravel the implications for theory and practice, other scientific …

This study investigates the antecedents and consequences of brand satisfaction with the
moderating role of type of barista. For this, data were collected from customers who used a …

As various types of robots increasingly influence consumers' service experiences,
companies need to consider how to be competitive in this new artificial intelligence and …

Abstract Service robots are playing an increasing role in tourism and hospitality. However,
this advanced technology is not immune to mistakes. The current research focuses on …

In their interactions with chatbots, consumers often encounter technology failures that evoke
negative emotions, such as anger and frustration. To clarify the effects of such encounters …

This study aims to bridge a gap in the extant research by examining consumer behavior that
is unrelated to, but elicited by, service robots. The results of six studies showed that …

The increasing application of artificial intelligence to online retailing and the rapid
deployment of online robots have made online robot service failures common. This study …

This article reports findings from four studies examining blame attribution following service
failures perpetrated by frontline robots or human service providers. Findings show that when …

This research investigates how consumers attribute service failure and recovery
responsibilities and respond to them differently based on the service provider agent type …