...Yimin Zhu; Jiemin Zhang; Jifei Wu Purpose This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings...

...Miyoung Jeong; Seonjeong Ally Lee Purpose Focusing on hotel managers’ service recovery efforts to service failures, this study aims to explore effects of different types of service recovery strategies on customers’ trust, satisfaction and behavioral intentions in the context of consumer-generated...