Research Status and Thinking of Service Failure and Service Recovery of Service Robot

Fangmin Sun

doi:10.54097/ajst.v7i3.13051

Authors

Fangmin Sun

DOI:

https://doi.org/10.54097/ajst.v7i3.13051

Keywords:

Failure type; Service recovery; Service robot; Social cognition.

Abstract

With the development of intelligent technology, service robots have appeared in various service first-line environments, and consumers will inevitably encounter service failure of service robots. This paper analyzes the types of service failure by combing the relevant literature on service failure and service recovery, and based on the social cognitive theory, clarifies the remedial measures that should be taken after service robot fails. It is found that after process failure, the service robot makes emotional response such as apology or empathy, the service recovery effect is better; When the result fails, the service robot makes rational response such as explanation, the consumer's attitude is more positive. The research results provide practical enlightenment for enterprises to carry out service recovery.

Downloads

Download data is not yet available.

References

Gale, Alastair and Takashi Mochiquki (2019), “Robot Hotel Loses Love for Robots,” [available at https://www.wsj.com/articles/robot-hotel-loses-love-for-robots-11547484628].

Wang Haizhong, Xie Tao, Zhan Chunyu. The negative impact of personification of intelligent customer service personification in the Context of service failure: the mediating mechanism of disgust [J]. Nankai Management Review, 2021, 24(04): 194-206.

Mozafari N, Weiger W H, Hammerschmidt M. Trust Me, I'm a Bot–Repercussions of Chatbot Disclosure in Different Service Frontline Settings[J]. Journal of Service Management, 2022, 33(2): 221-245.

Hu Y, Kelly Min H, Su N. How Sincere is an Apology? Recovery Satisfaction in a Robot Service Failure Context[J]. Journal of Hospitality & Tourism Research, 2021, 45(6): 1022-1043.

Lv Xing-Yang, Yang Yu-Fan, XU Shuang-Yu, et al. Supplementing intelligence with emotion: A study on the remedial effect of artificial intelligence empathic response [J]. Tourism Forum, 2021, 36(08): 86-100.

Xue Zhe, Chen Xiaoyun, Li Yongcheng, et al. Intelligent robot service failure and Customer Continuous Use: A study on the remedial effect of robot empathy [J]. Enterprise Economics, 2023, 42(05): 71-81.

Rafaeli A, Altman D, Gremler D D, et al. The Future of Frontline Research: Invited Commentaries[J]. Journal of Service Research, 2017, 20(1): 91-99.

Kim S Y, Schmitt B H, Thalmann N M. Eliza in the Uncanny Valley: Anthropomorphizing Consumer Robots Increases their Perceived Warmth but Decreases Liking[J]. Marketing letters, 2019, 30(1): 1-12.

Wirtz J, Patterson P G, Kunz W H, et al. Brave New World: Service Robots in the Frontline[J]. Journal of Service Management, 2018, 29(5): 907-931.

Lu L, Cai R, Gursoy D. Developing and Validating a Service Robot Integration Willingness Scale[J]. International Journal of Hospitality Management, 2019, 80: 36-51.

Choi S, Mattila A S, Bolton L E. To Err is Human(-Oid): How Do Consumers React to Robot Service Failure and Recovery?[J]. Journal of Service Research, 2021, 24(3): 354-371.

Bitner M J, Booms B H, Tetreault M S. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents[J]. Journal of marketing, 1990, 54(1): 71.

Hoffman K D, Kelley S W, Rotalsky H M. Tracking Service Failures and Employee Recovery Efforts[J]. The Journal of services marketing, 1995, 9(2): 49-61.

Li X, Chan K W, Kim S. Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters[J]. Journal of Consumer Research, 2019, 45(5): 973-987.

Chan H, Wan L C, Sin L Y M. Hospitality Service Failures: Who Will be More Dissatisfied?[J]. International Journal of Hospitality Management, 2007, 26(3): 531-545.

Patient D L, Skarlicki D P. Increasing Interpersonal and Informational Justice When Communicating Negative News: The Role of the Manager’S Empathic Concern and Moral Development[J]. Journal of management, 2010, 36(2): 555-578.

Du Jiangang, Fan Xiucheng. The influence of Emotion on customer satisfaction and behavior after service recovery: A study based on the perspective of emotional infection [J]. Management World, 2007,(08): 85-94.

Gelbrich K. Anger, Frustration, and Helplessness After Service Failure: Coping Strategies and Effective Informational Support[J]. Journal of the Academy of Marketing Science, 2010, 38(5): 567-585.

Colquitt J A, Murphy K R. On the Dimensionality of Organizational Justice: A Construct Validation of a Measure[J]. Journal of applied psychology, 2001, 86(3): 386-400.

Bradley G, Sparks B. Explanations: If, When, and How they Aid Service Recovery[J]. Journal of Services Marketing, 2012, 26(1): 41-51.

Colquitt J A. On the Dimensionality of Organizational Justice: A Construct Validation of a Measure.[J]. Journal of applied psychology, 2001, 86(3): 386.

Dabholkar P A, Spaid B I. Service Failure and Recovery in Using Technology-Based Self-Service: Effects On User Attributions and Satisfaction[J]. The Service Industries Journal, 2012, 32(9): 1415-1432.

Shan M, Zhu Z, Chen H A, et al. Service Robot’S Responses in Service Recovery and Service Evaluation: The Moderating Role of Robots’ Social Perception[J]. Journal of hospitality marketing & management, 2023: 1-24.