...Nivin Vinoi; Amit Shankar Purpose This study aims to investigate how service robot design characteristics influence the propensity for moral disengagement during service failures. Specifically, it examines how two key design characteristics, appearance (humanoid vs android) and interaction style...

.... Design/methodology/approach Through a scenario experiment in an in-person setting and two online experiments, this study demonstrates that perceived crowding amplifies consumers’ desire for revenge by triggering ego depletion and moral disengagement. In addition, the message framework (self-focused vs...