...Ting Jiang; Shixin Yang Purpose Voice artificial intelligence (AI) agents are increasingly replacing human agents in customer service roles. However, service failures caused by technological malfunctions are inevitable. To address this, it is essential to investigate effective voice design...

...Gianfranco Walsh; Alexander Deseniss; Stefan Ivens; Mario Schaarschmidt Purpose This paper aims to increase understanding of how the strength of the relationship between service failure-induced customer anger and revenge intentions might be influenced by attitudinal moderators that are both within...

...Yen-Hao Hsieh; Shu-Yu Yeh Purpose The purpose of this study is to establish a comprehensive service recovery mechanism by analyzing different behaviors of customers with different personality traits after service failures and by proposing different service recovery measures that service providers...