...Mai Nguyen; Luis Arango; Yunen Zhang; Nicole Hartley; Felix Septianto Purpose This study aims to examine the comparative effect that two widespread technologies, text-based chatbots and voicebots, have on perceived relief and subsequent customer outcomes in service failure settings. The moderating...

...Abhisek Kuanr; Tapas Ranjan Moharana; Min Yan; Debasis Pradhan; Dahlia El-Manstrly Purpose The purpose of this study is to investigate consumer response to service failure involving different types of service agents – specifically human agents, anthropomorphic chatbots and non-anthropomorphic...

...Chunya Xie; Mengying Zhao; Chen Yang; En-Chung Chang Purpose As the artificial intelligence service agent ( AISA ) becomes more widely used, service failures are inevitable. Marketers have to consider post-failure compensation to retain customers. However, little is known about how consumers...

... recovery Service-dominant logic Choice Service failure Pride Donation Cocreation CSR authenticity Combinatory recovery Monetary recovery Prosocial recovery Research has shown conclusively that compensation offered to customers following a service failure will increase repurchase intent...

...Mauricio Palmeira; Minjung Koo; Hyun-Ah Sung Purpose This paper aims to examine how observers evaluate a company that provides service failure (or excellence) to an immoral versus a moral customer. This study introduces the concept of deservingness to the service literature and suggests...

... experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects...

...Marjan Abbasi Purpose The purpose of this paper is to investigate the effect of complete versus partial observations of service failure and recovery. This study also aims at investigating the effect of observing customers’ need for cognitive closure and types of compensation that a service...

...M.S. Balaji; Sanjit Kumar Roy; Ali Quazi Purpose The purpose of this paper is twofold: first, to determine the role of emotions in customer evaluation of service failures; and second, to examine how customers’ emotion regulation impacts customer satisfaction and behavioural responses (e.g...

... raises important implications for the measurement of this emotion, as existing scales are not able to measure the goals associated with the two types of anger. Practical implications The insights presented help managers form strategies to address consumer anger in contexts such as service failures...

...Yelena Tsarenko; Yuliya Strizhakova Purpose This study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping...