... consumer preferences for AI versus human service recovery depending on the recovery situation: (1) locus of failure (customer vs company failure); (2) type of symbolic recovery (explanation vs apology); and (3) type of utilitarian recovery (monetary vs functional redress). Design/methodology/approach...

...Natalia Araujo Pacheco; Cristiane Pizzutti; Kenny Basso; Yves Van Vaerenbergh Purpose The purpose of this paper is to examine when (i.e. after a shorter or longer length of time) organizations should offer an apology or a promise of non-recurrence of a failure to recover trust following a failed...