Human or AI robot? Who is fairer on the service organizational frontline-Reference-Cited by-同舟云学术

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Human or AI robot? Who is fairer on the service organizational frontline

Published:2024-08 Issue: Volume:181 Page:114730
ISSN:0148-2963
Container-title:Journal of Business Research
language:en
Short-container-title:Journal of Business Research

Author:

Wu Xiaolong,Li Shuhua^ORCID,Guo Yonglin^ORCID,Fang Shujie^ORCID

Publisher

Elsevier BV

Reference106 articles.

1. The role of procedural and distributive justice in organizational behavior;Alexander;Social Justice Research,1987

2. Status demotion in loyalty programmes: The role of perceived unfairness;Banik;The Service Industries Journal,2020

3. Frontline robots in tourism and hospitality: Service enhancement or cost reduction?;Belanche;Electronic Markets,2021

4. Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success;Belanche;Journal of Service Management,2020

5. Examining the effects of robots’ physical appearance, warmth, and competence in frontline services: The Humanness-Value-Loyalty model;Belanche;Psychology & Marketing,2021

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