Robot service failure: the double-edged sword effect of emotional labor in service recovery

IF 3.9 3区管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2022-12-28 DOI:10.1108/jstp-03-2022-0048

Yunxia Shi, Rumeng Zhang, Chunhao Ma, Lijie Wang

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引用次数: 5

Abstract

PurposeThis paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure.Design/methodology/approachThe scenario-based experimental method was designed to perform hypothesis testing and SPSS was used to analyze the data from the 363 questionnaires collected.FindingsThe results indicate that (1) employees' emotional labor recovery has a double-edged sword effect. Deep acting improves customer satisfaction, while surface acting undermines the effectiveness of service recovery and leaves customer satisfaction below previous levels. (2) Customers' responsibility attributions for service failure moderate the effect of service recovery.Originality/valueTo the best of the authors’ knowledge, this is the first study to focus on the role of frontline employees' emotional labor in robot service failure contexts, which not only enriches and expands the relevant literature in this domain, but also deepens the understanding of how emotional labor and responsibility attribution effect the customer satisfaction.

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机器人服务失败：服务恢复中情感劳动的双刃剑效应

目的本文旨在探讨一线员工的情感劳动（表面行为与深度行为）对客户满意度的影响，以及责任归因在机器人服务失败情况下的调节作用。设计/方法论/方法基于情景的实验方法进行假设检验，并使用SPSS对收集的363份问卷数据进行分析。研究结果表明：（1）员工情绪劳动恢复具有双刃剑效应。深度行为提高了客户满意度，而表面行为破坏了服务恢复的有效性，使客户满意度低于以前的水平。（2）客户对服务失败的责任归属调节了服务恢复的效果。原创性/价值据作者所知，这是第一项关注一线员工情感劳动在机器人服务失败背景下的作用的研究，这不仅丰富和扩展了该领域的相关文献，而且加深了对情感劳动和责任归属如何影响客户满意度的理解。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.