..., when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands. Originality/value This study examines the nature of the relationship between anticipated...

... effect the customer satisfaction. In the following sections, the literature review of service robot, service failure, service recovery and cognitive appraisal theory provides detailed background and three hypotheses is proposed with argument. The methodology and empirical results based...

... Blended human-technology service realities People-centered healthcare Shared control DART Well-being Service robot Covid-19 This study contributes to service literature by developing a new conceptual framework that underpins the mechanisms and factors that influence the relationships between...