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Keywords: Perceived betrayal
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Journal Articles
Brand attachment, artificial intelligence severity of AI service failure and forgiveness willingness in hotel contactless services: the roles of perceived betrayal and robot cuteness
Available to Purchase
Journal:
Chinese Management Studies
Chinese Management Studies (2026) 20 (5): 1327–1344.
Published: 01 October 2025
... of 840 participants completed the questionnaire, and after data screening, 735 valid responses were used for analysis. Findings This study finds that the severity of AI service failure significantly increases consumers’ perceived betrayal and decreases forgiveness willingness. Perceived betrayal...
