{"title":"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","authors":"Yun Liu , Xingyuan Wang","doi":"10.1016/j.ijhm.2024.103951","DOIUrl":null,"url":null,"abstract":"<div><div>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.</div></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":"124 ","pages":"Article 103951"},"PeriodicalIF":9.9000,"publicationDate":"2024-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response\",\"authors\":\"Yun Liu , Xingyuan Wang\",\"doi\":\"10.1016/j.ijhm.2024.103951\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><div>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.</div></div>\",\"PeriodicalId\":48444,\"journal\":{\"name\":\"International Journal of Hospitality Management\",\"volume\":\"124 \",\"pages\":\"Article 103951\"},\"PeriodicalIF\":9.9000,\"publicationDate\":\"2024-10-17\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Hospitality Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S0278431924002639\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431924002639","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response
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.
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.
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