Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

Firms use robots to deliver an ever-expanding range of services. However, as service failures are common, service recovery actions are necessary to prevent user churn. This research further suggests that firms need to know how to design service robots that avoid alienating users in case of service f...

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Detalles Bibliográficos
Autores principales: Meyer (née Mozafari), Nika, Schwede, Melanie, Hammerschmidt, Maik, Weiger, Welf Hermann
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer Berlin Heidelberg 2023
Materias:
Research Paper
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9849113/
https://www.ncbi.nlm.nih.gov/pubmed/36691423
http://dx.doi.org/10.1007/s12525-022-00613-4

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9849113/
https://www.ncbi.nlm.nih.gov/pubmed/36691423
http://dx.doi.org/10.1007/s12525-022-00613-4

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