2023
DOI: 10.1108/jsm-05-2023-0169
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Call it robot: anthropomorphic framing and failure of self-service technologies

Ada Maria Barone,
Emanuela Stagno,
Carmela Donato

Abstract: Purpose The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure. Design/methodology/approach The… Show more

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Cited by 7 publications
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References 76 publications
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