...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...

...Wenzhong Wei; Zhihao Cai; Minrui Mao Purpose This study aims to explore the impact of the types of emojis used in chatbots’ service recovery on consumers’ willingness to forgive. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings...

... is not significant. Practical implications This study provides important managerial guidelines for AI voice assistant design and AI recovery service. Originality/value This study extends the application of social cognitive theory to the domain of AI service recovery and fills the gap in the literature...

...Jong-Hyeong Kim; Wenxuan Du; Hyewon Youn Purpose The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence...

...Lakhi Muhammad; Gul-e-Rana Purpose Customer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test...

... extreme food safety failures. This paper contributes by extending these models to one that can be applied for better recovery. Service recovery Supply chain management Trust Marketing in China Consumer confidence Food safety quality failure There is currently no reliable process...

... word-of-mouth and re-patronage intentions, in service recovery. Design/methodology/approach A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed...