Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-10-17 DOI:10.1016/j.ijhm.2024.103951

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Abstract

As service robots become more widely deployed, the risk of service failures has increased, making it crucial to understand how service enterprises can effectively recover from such failures. Drawing on role congruity theory, we explore the performance of different recovery agents across various robot failure contexts. Through three experiments, we demonstrate that customer forgiveness and satisfaction improve for process failures caused by robots when service recovery is handled by human staff or a warm robot. Conversely, recovery efforts by human staff or a competent robot boost customer forgiveness and satisfaction in response to outcome failures triggered by robots. In addition, perceived role congruity acts as a mediator in the above interaction effects. Moreover, proactive recovery moderates these effects. This study offers a nuanced understanding of service recovery by refining robot service failure and recovery agent typologies, thereby enriching research in robot service recovery.

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服务机器人能否自我恢复？服务恢复代理和机器人服务故障类型对客户响应的影响

随着服务机器人的广泛部署，服务故障的风险也随之增加，因此了解服务企业如何有效地从此类故障中恢复至关重要。借鉴角色一致性理论，我们探讨了不同恢复代理在各种机器人故障情况下的表现。通过三项实验，我们证明，当机器人导致的流程故障由人类员工或暖心机器人负责服务恢复时，客户的原谅度和满意度都会提高。相反，在机器人引发结果故障的情况下，由人类员工或有能力的机器人进行的恢复工作会提高客户的原谅度和满意度。此外，感知到的角色一致性在上述交互效应中起着中介作用。此外，主动恢复也会调节这些效应。本研究通过完善机器人服务失败和恢复代理类型，提供了对服务恢复的细微理解，从而丰富了机器人服务恢复的研究。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.