May robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likeness
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Date
2023
Journal Title
Journal ISSN
Volume Title
Publisher
Elsevier Sci Ltd
Access Rights
info:eu-repo/semantics/closedAccess
Abstract
This research investigates how consumers attribute service failure and recovery responsibilities and respond to them differently based on the service provider agent type (human, humanoid, and non-humanoid robot). Two experiments show that, first, consumers attribute more service failure responsibility to the firm when the agent is less human-like. Second, they attribute more recovery responsibility to the agent and less to the firm when those agents are human, rather than robots. Third, failure (recovery) attribution to the firm reduces (enhances) consumer forgiveness and satisfaction. This study identifies the impact of human-likeness and humanness on responsibility attribution processes in interaction with robotic and human agents.
Description
Keywords
Service Robots, Responsibility Attribution, Human-Likeness, Service Failure, Service Recovery, Algorithm Aversion, Mind Perception, Forgiveness, Attribution, Anthropomorphism, Encounter, Machines, Emotion, Success, People
Journal or Series
Journal of Retailing and Consumer Services
WoS Q Value
Q1
Scopus Q Value
Q1
Volume
70
