Robot service failure and subsequent user behavioral responses have emerged as a
prominent scientific issue, warranting attention from multiple disciplines. A review of existing …

This research examines consumers' attribution of responsibility to virtual influencers in
comparison with human influencers, as well as the mechanisms underlying this attribution …

Cost-saving and sanitation considerations and the challenge of labor shortages have
catalyzed the application of service robots in restaurants. Although service robots can …

Conversational breakdowns often force users to go through frustrating loops of trial and error
when trying to get answers from chatbots. Although research has emphasized the potential …

Firms increasingly invest in chatbots that provide purchase recommendations. However,
customers often reject recommendations by chatbots because they find neither the contents …

This research employs a serial mediation model to explore how different levels of human-
robot collaboration, apology styles, and emotional responses affect customer intentions after …

To address the issue of self-serving attributional bias linked to automation technology and
artificial intelligence (AI), this study recruited a gender-balanced sample to investigate the …

Extant work suggests that unsuccessful human− technology interactions can elicit negative
affective reactions, prompting users to engage in compensatory behavior including seeking …

Purpose Customer perceptions toward hybrid human–robot teams remain largely
unexplored. We focus on the impact of frontline robots'(FLRs) automated social presence …

Purpose The implementation of AI-powered chatbots in the frontline may enhance efficiency,
yet failures are still common. This paper aims to explore users' attribution of responsibility for …