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Keywords: Tolerance
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Journal Articles
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Available to Purchase
Journal of Service Theory and Practice (2023) 33 (6): 842–872.
Published: 09 October 2023
... scenario (N = 323). Findings The results suggest that there is an inverted U-shaped relationship between consumers' anticipated trust and tolerance of service failure and that such tolerance has a mediating effect on the relationship between anticipated trust and brand switching intention. Moreover...
