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Understanding AI service failures: insights from attribution theory

Wenqi Zhang, Laurie Wu, Stephanie Q. Liu

Journal of Service Management (2026) 37 (2): 320–343.

https://doi.org/10.1108/JOSM-08-2024-0354

Published: 10 February 2026

View article titled, Understanding AI service failures: insights from attribution theory

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Includes: Supplementary data

Journal Articles

Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption

Wan Yang, Laurie Wu, Ye Zhang, Stephanie Q. Liu

Journal of Service Management 1–23.

https://doi.org/10.1108/JOSM-10-2024-0450

Published: 08 September 2025

View article titled, Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption

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Includes: Supplementary data

Journal Articles

A holistic framework for sustainable service technology: insights from Eastern philosophies

Zhe (Kitty) Li, Suhyun Janis Jeon, Alei Fan, Christine H. Mooney, Laurie Wu, Yupal Shukla

Journal of Service Management (2025) 36 (3): 362–389.

https://doi.org/10.1108/JOSM-08-2024-0372

Published: 31 March 2025

View article titled, A holistic framework for sustainable service technology: insights from Eastern philosophies

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Journal Articles

Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape

Zeya He, Laurie Wu, Xiang (Robert) Li

Journal of Service Management (2023) 34 (4): 657–695.

https://doi.org/10.1108/JOSM-11-2021-0429

Published: 21 December 2022

View article titled, Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape

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Includes: Supplementary data

Journal Articles

Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

Laurie Wu, Alei Fan, Yang Yang, Zeya He

Journal of Service Management (2021) 32 (5): 783–812.

https://doi.org/10.1108/JOSM-12-2020-0448

Published: 09 June 2021

View article titled, Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

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Journal Articles

Creating innovation that drives authenticity

Timothy Lee Keiningham, Zeya He, Bas Hillebrand, Jichul Jang, Courtney Suess, Laurie Wu

Journal of Service Management (2019) 30 (3): 369–391.

https://doi.org/10.1108/JOSM-12-2018-0383

Published: 03 June 2019

View article titled, Creating innovation that drives authenticity

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Journal Articles

A double whammy effect of ethnicity and gender on consumer responses to management level service failures

Laurie Wu, Rachel Han, Anna S Mattila

Journal of Service Management (2016) 27 (3): 339–359.

https://doi.org/10.1108/JOSM-03-2014-0092

Published: 20 June 2016

View article titled, A double whammy effect of ethnicity and gender on consumer responses to management level service failures

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Understanding AI service failures: insights from attribution theory

Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption

A holistic framework for sustainable service technology: insights from Eastern philosophies

Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape

Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

Creating innovation that drives authenticity

A double whammy effect of ethnicity and gender on consumer responses to management level service failures

Email alerts

Update search

Understanding AI service failures: insights from attribution theory

Happiness blooms from within: how mindset shapes consumer happiness after experiential consumption

A holistic framework for sustainable service technology: insights from Eastern philosophies

Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape

Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

Creating innovation that drives authenticity

A double whammy effect of ethnicity and gender on consumer responses to management level service failures

Email alerts

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