... work has examined consumer reactions to service failures based on agent or failure type, little is known about how order dispatch cues shape consumer responses to failures caused by human workers. To fill this gap, the current research investigates how framing the order dispatch process as algorithm...

...Wen Hai; Sotaro Katsumata Purpose This study investigated how face concern—the extent to which individuals care about maintaining a positive social image—moderates consumers’ anger toward anthropomorphic chatbots used in service recovery following service failures, given that the level of recovery...