... attribution. Practical implications This exploration has directly given experiential guidance to the design and interaction strategies of artificial intelligence products. AI service recovery systems must abandon the “one-size-fits-all” apology template and instead develop adaptive strategies that can...

... in consumers' response to recovery efforts depending on whether they are carried out by a human service employee or a service robot. In addition, we introduce consumers' feelings of being appreciated by the service provider – an aspect that has not been previously considered within the service recovery...

...Andreas Fürst; Leonie Trißler; Robin Friedrich; Jochen Wirtz Purpose Companies must understand consumer responses to AI-provided services to ensure their effectiveness. This is especially important for critical moments of truth, such as service recovery situations. In this article, we examine...

...@wlu.ca 31 12 2023 28 06 2024 05 10 2024 03 12 2024 20 12 2024 27 12 2024 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Service failure Service recovery Transgression Customer complaints Foundational...

...Byron W. Keating; Marjan Aslan Purpose The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents following a service obstacle. This research responds by addressing two important...

... challenges not found in offline service recovery situations. This research highlights one such occurrence by investigating customer-to-customer (C2C) interactions during digital service recovery. In particular, dysfunctional dialog, such as online incivility (e.g. rude and insulting comments), directed...

.... It contributes to the emerging body of work on SRS design by providing insights that can be considered as driving forces behind the design of SRS. Contingency theory Service recovery System design Jeffery S. Smith can be contacted at: jsmith74@vcu.edu 22 01 2018 16 12 2018 13...

... service recovery (a double deviation). Design/methodology/approach This paper reports the results of a pilot study with a convenience sample and two experiments with samples from different populations, students and employees of a financial institution in one study and workers recruited through...

... satisfaction and loyalty). Research limitations/implications Service recovery research should include behavioral, cognitive and decisional control of the service recovery as aspects of the firm’s organizational response to customer complaints. The effects of these customer control types on satisfaction...

... to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery...

... that are specific to public sector settings. This is linked to the specific public context within which public services operate. Customer reactions to public service failure are then introduced, as well as service recovery. Findings Service failures in a public and a private context are different...

... signal justice and the firm’s motives. The delivery of fair service recovery is crucial for restoring customer satisfaction and for encouraging repatronage following a service failure. Fair service recovery can be provided through organizational efforts, such as a compensation that offsets costs...

...Yingzi Xu; Roger Marshall; Bo Edvardsson; Bård Tronvoll Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions...

...Raymond P. Fisk; Lia Patrício; Thorsten Gruber; Fabricio Frugone Purpose The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal...

... strategies to employ or how these strategies interact to influence customer perceptions and attitudes, especially in a services environment. Assesses, from a management perspective, the impact three service recovery options (decisions) can have on customer satisfaction: time/speed; level of atonement...