..., 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...

... to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support and contextualize the study’s conceptual work. A future research agenda...