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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...
| Autores principales: | , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Springer Berlin Heidelberg
2023
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| Materias: | |
| 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 |