...Yunxia Shi; Bu Zhang; Rumeng Zhang; Lingling Yu Purpose This study examines the interaction effect of service robot language style (rational vs humorous) and customers’ sense of humor on recovery from artificial intelligence (AI) service failure and explores the recovery effects’ mechanisms...

... responding to implicit NORs, firms should prioritize those related to service failures caused by external (e.g. weather, technological misfunction) rather than internal (e.g. poor management, employee skills) factors. Research limitations/implications Our studies focus on the language styles of Chinese...