... robots will be deployed. Originality/value This study contributes to the tolerance literature by taking a social cognition perspective to investigate the effect of humanoid robots’ physical appearances on customers’ reactions to service failure. The findings also reveal that its affective mechanism...

... the social cognition (SC)–psychological ownership (PO)–customer responses (CR) model, while examining the association between SC, PO, robot anthropomorphism and CR. Design/methodology/approach The hypotheses of this study are tested using a three-step mixed-method approach that includes partial least...