...Su Xu; Zhen Yang; Dewen Liu Purpose This research aims to examine the effect of robot shape (circular vs angular) on consumer satisfaction in robot service failure contexts, explore the mediating effect of perceived warmth, and the moderating role of robot voice (child voice vs adult voice...

...Anupama Prashar; Naman Agarwal Purpose The purpose of this study is to examine how frontline employees’ (FLEs’) visible physical disability status influences customers’ stereotypes and subsequent loyalty. Drawing on the stereotype content model (SCM), we further examine how service failure type...

...Qianqian Su; Fangxuan (Sam) Li Purpose In the tourism and hospitality industries, contemporary guests frequently encounter two types of service failures: those caused by artificial intelligence (AI) and those caused by humans. This study aims to explore the interaction effect of consumption type...

...Zhicheng Yu; Jingyan Zhou; Pingping Jiang; Shang Liu Purpose While research on service failure and recovery has predominantly adopted customer perspectives, limited attention has been given to the service provider’s viewpoint. Grounded in justice theory, this study aims to reevaluate the service...

... and enhance consumers’ positive brand attitudes. In contrast, employing human staff did not lead to improved brand attitudes toward non-cool brands. Furthermore, the study found that service failure moderated the matching effect between service agents and cool brand images on brand attitude. The matching...

... The purpose of this study is to examine the effect of service failure severity on brand forgiveness and to investigate the moderating effects of interpersonal attachment styles and thinking styles on the service failure severity–brand forgiveness relationship. The authors used retrospective experience...

...Tugra Nazli Akarsu; Reza Marvi; Pantea Foroudi Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance behaviour among customers, and it can also be seen as a threat to the survival of the business. This paper aims to investigate the current and potential...

... on employee reports. In two other studies, using clearly articulated service failure scenarios, Baker et al. (2008) showed that Black observers perceived a higher level of discrimination than White observers when a Black couple experienced a service failure, while Min and Kim (2019) reported...

... between CEBs from a hotel firm’s perspective. Service failure Service customization Customer engagement behaviors Action loyalty Shuang Ma is the corresponding author and can be contacted at: sm@bisu.edu.cn 31 08 2019 11 05 2020 05 10 2020 29 10 2020 29 10...

...Marie Ozanne; Michael J. Tews; Anna S. Mattila Purpose As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures...

... There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures in luxury dining...

... 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...

...Shangzhi (Charles) Qiu; Mimi Li; Anna S. Mattila; Wan Yang Purpose This study aims to investigate the moderating effect of in-group social presence on the relationship between face concern and hotel customers’ behavioral responses to service failures. Design/methodology/approach Participants...

... Y’s eWOM behaviors. This study enriches online reviews and eWOM marketing theories, adds to service failure and recovery literature and enhances understanding of consumer behavior expressed by Generation Y through the empirical investigation of Generation Y consumers’ behavioral motivations...