Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions

Ayyildiz, Tuğrul; Ayyıldız, Ahu Yazıcı; Koç, Erdoğan

doi:10.1007/s12144-023-04292-y

Cited by 7 publications

(1 citation statement)

References 113 publications

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“…Consumers can react differently to a certain situation based on their personality characteristics (Ayyildiz, Ayyildiz & Koc, 2023). The personality of the individual may show a tendency to characteristically react in the face of similar situations.…”

Section: Comparison Of Attitudes Towards Service Robots By Personalitymentioning

confidence: 99%

Tourist behavior after service robots

Koç,

Yazıcı Ayyıldız,

Baykal

2024

Journal of Multidisciplinary Academic Tourism

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This is a conceptual review paper explains and discusses the role and potential of service robots in tourism and hospitality from the perspective of consumer behavior. The adoption and use of robots have increased rapidly in tourism and hospitality over the past few years due to a number of reasons. With the developments in digital technology and artificial intelligence, the use of robots has become cheaper and easier for businesses in various industries including tourism. Moreover, the developments such as the Covid-19 pandemic accelerated the adoption of robots in tourism and hospitality where interaction with the customer is frequent and intense. In line with the growth of the adoption and the use of service robots in the industry, there is a growing body of research in the field. The future potential of service robots and their adoption by businesses depend very much on a better understanding of service robots. This review study explores attitudes and expectations of consumers regarding the use of service robots at hotels.

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Section: Comparison Of Attitudes Towards Service Robots By Personalitymentioning

confidence: 99%