Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction-Reference-Cited by-同舟云学术

Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction

Published:2024-07-11 Issue: Volume: Page:1-16
ISSN:1368-3500
Container-title:Current Issues in Tourism
language:en
Short-container-title:Current Issues in Tourism

Author:

Yu Jing (Jasper)¹,Liu Xiaoming (Rose)²,Li Jun (Justin)³⁴

Affiliation:

1. Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Macau SAR, People’s Republic of China

2. Faculty of Business Administration, University of Macau, Macau SAR, People’s Republic of China

3. School of Tourism Management, South China Normal University, Higher Education Mega Centre, Guangzhou, People’s Republic of China

4. Faculty of International Tourism and Management, City University of Macau, Taipa, Macau

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/13683500.2024.2376995

Reference63 articles.

1. AIC. (2021). The future is Nao: Is robot therapy the next big thing for seniors’ rehab? https://aic-mosaic.sg/2021/04/07/robot-therapy-nao-future-rehabilitation-yishun-community-hospital/

2. “Stop the unattainable ideal for an ordinary me!” fostering parasocial relationships with social media influencers: The role of self-discrepancy

3. Bainbridge W. A. Hart J. Kim E. S. & Scassellati B. (2008 August 1–3). The effect of presence on human-robot interaction. (Ed.) ^(Eds.). RO-MAN 2008 - The 17th IEEE International Symposium on Robot and Human Interactive Communication.

4. Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

5. Service robot implementation: a theoretical framework and research agenda