Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention

Lv, Xingyang; Yang, Yufan; Qin, Dazhi; Cao, Xingping; Xu, Hong

doi:10.1016/j.chb.2021.106993

Cited by 114 publications

(63 citation statements)

References 81 publications

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“…Robots embedding these levels of intelligence may be able to recover a service failure by themselves. Consistent with recent service research (Choi et al, 2021;Lv et al, 2022), our findings suggest that it is feasible to improve service recovery by increasing the robot's emotional intelligence level. The conclusions of this paper provide a reasonable basis for further exploring the effect of service recovery provided by robots on consumer response.…”

Section: Discussionsupporting

confidence: 90%

“…Previous studies have highlighted that apology is one of the most convenient and cost-saving approaches (Tzeng, 2004). When a robot fails in service delivery, Lv et al (2022) argue that instead of human employee intervention, an empathy AI response may save some labor costs or calm down the customers in the first place.…”

Section: Robot Apologymentioning

confidence: 99%

“…De Kervenoael et al (2020) showed that empathy from service robots has a positive and significant effect on the intention to use robots. Lv (2022) indicated that a high-empathy AI response can increase customer continuous usage intention in service recovery.…”

Section: Consumer Empathy With a Service Robotmentioning

confidence: 99%

“…The research scenario focuses on restaurant service (Appendix A). Participants were asked to imagine themselves in a restaurant scenario where a service failure occurred (adapted from Choi et al, 2021;Lv et al, 2022). Following the service failure, participants received either an apology or no apology.…”

Section: Figure 1 Research Modelmentioning

confidence: 99%

“…While a few researchers have studied consumer reactions following a service failure caused by robots (Huang & Philp, 2021;Yam et al, 2021), our literature review suggests that little is known about how service recovery by robots affects consumer responses. Lv et al (2022) called for scholarly attention on how AI should proactively recover after a service failure. In the present research, we seek to examine consumer perception of apologies provided by service robots in the case of a service failure.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure

2022

JMDC

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Despite the rapid increase in the employment of robots, robot service failures are inevitable. Previous studies advocate human employees to provide service recovery rather than robots themselves. Few marketing studies have demonstrated how robot service recovery affects customer reactions. This study examined the effects of service recovery provided by robots (i.e., robot apology) on customer satisfaction and the underlying psychological mechanism. Based on two experimental scenarios, we argue that robot apology significantly influences customer satisfaction through the mediation of customer empathy after a service failure. In addition, the effect of robot apology is moderated by customers' sense of power. This research offers theoretical implications for robot service recovery and practical implications for firms employing service robots.

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Section: Discussionsupporting

confidence: 90%

Section: Robot Apologymentioning

confidence: 99%

Section: Consumer Empathy With a Service Robotmentioning

confidence: 99%

Section: Figure 1 Research Modelmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure

2022

JMDC

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Consumers' promotion focus mitigates the negative effects of chatbots on purchase likelihood

Khan,

Sararueangpong,

Mathmann

et al. 2023

J of Consumer Behaviour

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Marketers and consumers are adopting chatbots widely. However, the benefits of this technology remain unclear due to a lack of understanding about individual differences in consumers' purchase decisions when interacting with chatbots. This research investigates the influence of individual differences in promotion focus on purchase likelihood for the products recommended by chatbots. Two experiments demonstrated that consumers generally report a lower purchase likelihood for products recommended by chatbots (vs humans). However, compared to consumers with a low promotion focus, consumers with a high promotion focus report a higher purchase likelihood for the products. The findings also suggest that the relationship between consumer individual differences in promotion focus and purchase likelihood is mediated by engagement. By applying both regulatory focus and regulatory fit theories, the present study provides insights into how promotion focus influences purchase likelihood for products recommended by chatbots. Marketers can utilise both chronic and situational promotion focus to improve consumers' reactions to chatbots using segmentation and promotion‐focus‐related words, respectively.

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Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mir

Ashraf

Syed

et al. 2023

Psychology and Marketing

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With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions.

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Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention

Cited by 114 publications

References 81 publications

Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure

Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure

Consumers' promotion focus mitigates the negative effects of chatbots on purchase likelihood

Mapping the service recovery research landscape: A bibliometric‐based systematic review

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