May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness

Robot service failure and recovery: Literature review and future directions

“…Similar findings could be seen in Fan et al’s study, 33 in which anthropomorphism increase users’ perceptions of the robot’s social role, thus making users more dissatisfied with the service failures caused by the robot. Other studies have comprehensively examined the overall user responses to robot service failures, including higher levels of negative word-of-mouth, 16,39,43 (dis)satisfaction, 34,39,69 forgiveness, 34,35,38 and switch intentions for robots 16 as well as lower level of engagement, 39 loyalty, 53,55 and positive response. 40 Furthermore, there exists a contention positing that robotic services are created utilizing an individual’s past behaviors, rendering them akin to a digital avatar crafted for said individual, fostering a greater self-AI association between the user and the robot compared to human staff service contexts.…”

“…Twelve studies take the appearance of robots as antecedent variable; that is, the degree of anthropomorphism of robots. 30 –42 Within the academic discourse, several scholars have proposed alternative terminology to describe anthropomorphism; for example, robot cuteness 36 and robot design (warm vs. competence). 42…”

“…Twelve studies take the appearance of robots as antecedent variable; that is, the degree of anthropomorphism of robots. [30][31][32][33][34][35][36][37][38][39][40][41][42] Within the academic discourse, several scholars have proposed alternative terminology to describe anthropomorphism; for example, robot cuteness 36 and robot design (warm vs. competence). 42 Three studies have examined the variance between human and robot service failures by utilizing a classification system distinguishing human versus robot failures as an antecedent.…”

“…42 Three studies have examined the variance between human and robot service failures by utilizing a classification system distinguishing human versus robot failures as an antecedent. 16,34,43,44 Nevertheless, as posited in the preceding section, several other investigations have classified robot service failures and thus examined distinct outcomes. 16,[20][21][22]34 Within these investigations, there existed several inquiries that have endeavored to investigate the interplay between various antecedent variables.…”

“…16,34,43,44 Nevertheless, as posited in the preceding section, several other investigations have classified robot service failures and thus examined distinct outcomes. 16,[20][21][22]34 Within these investigations, there existed several inquiries that have endeavored to investigate the interplay between various antecedent variables. For example, Meyer et al 42 probed the interplay of service outcome and robot design.…”