Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices
Author:
Affiliation:
1. Economics and Management School, Wuhan University, Wuhan, China
Funder
National Natural Science Foundation of China
Publisher
Informa UK Limited
Subject
Marketing,Tourism, Leisure and Hospitality Management
Link
https://www.tandfonline.com/doi/pdf/10.1080/10548408.2022.2162659
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1. Do you trust ChatGPTs? Effects of the ethical and quality issues of generative AI on travel decisions;Journal of Travel & Tourism Marketing;2023-11-22
2. Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery;Electronic Markets;2023-11-04
3. Robot service failure and recovery: Literature review and future directions;International Journal of Advanced Robotic Systems;2023-07-01
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