...-based experiments (N1 = 411; N2 = 253) were designed in which customers watched a video simulating an interaction with a human or a robot agent during a service recovery procedure. Findings Study 1 shows that robot agents handle emotionally driven service recovery interactions and prompt desirable...

...David Longbottom; Amir Modjahedi Purpose – This paper aims to investigate the role that deep emotional feelings play in relation to process/service re-design and process/service improvement. It suggests that attention to these dimensions may be vital for successful and sustainable outcomes...