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Keywords: 服务补救
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Journal Articles
Journal:
Tourism Review
Tourism Review 1–19.
Published: 12 May 2026
... failure Service recovery Museum experience Online reviews TripAdvisor complaints 情绪调节策略 服务失败 服务补救 博物馆体验 在线评论 TripAdvisor投诉 Estrategias de regulación emocional Fallo del servicio Recuperación del servicio Experiencia en museos Reseñas en línea Quejas en TripAdvisor...
Journal Articles
Journal:
Tourism Review
Tourism Review (2024) 79 (5): 1058–1075.
Published: 30 November 2023
... in customer recovery satisfaction. The results provide a novel theoretical viewpoint on retaining customers following AI service failure. 目的 人工智能（AI）设备已越来越多地应用于旅游业和酒店业。然而, AI服务失败是不可避免的。因此, AI服务补救值得进一步实证研究。本研究探讨了AI共情准确性如何影响顾客对AI服务补救的满意度。 设计/方法/途径 通过四个基于场景的实验, 提出了一个有调节的中介模型来描述共情准确性对顾客满意度的影响。 研究结果 结果揭示了AI共情准确性对顾...
