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Keywords: Emotional labor
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Journal Articles
International Journal of Quality and Service Sciences (2024) 16 (4): 498–518.
Published: 27 September 2024
...Mathieu Lajante; Nina Carolin Dohm Purpose Service failures evoke negative customer emotions, which human agents respond to through emotional labor. In turn, customers empathize with the human agent, providing a satisfying service recovery experience. However, robot agents could replace human...
