...-methods approach ensures robust and ecologically valid findings. Findings The results reveal that higher recovery effort by a service robot positively influences customer forgiveness, which in turn increases customer satisfaction. Interestingly, when customers attribute less blame to the robot...

... are encouraged to test the propositions further. This research enhances our understanding of gastronomic experiences in a negative disconfirmation context, drawing upon action/inaction regret theory, attribution theory and the expectancy disconfirmation model. Practical implications From a triad relationship...

... focus on how a customer’s race influences perceived discrimination, anger and coping behavior in response to subtle degradation of service in a restaurant setting. Compared with White customers, Black customers were more likely to attribute a service failure to discrimination and exhibited...

... This study aims to investigate, when a service failure occurs, whether circumstantial cues could be used to encourage more positive responses by customers toward restaurants through the mediation of causal attribution. A 2 (cause of service failure: easily observable vs difficult-to-observe) × 2...