| Residential College | false |
| Status | 即將出版Forthcoming |
| Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction | |
| Yu, Jing1; Liu, Xiaoming2; Li, Jun3,4 | |
| 2024 | |
| Source Publication | Current Issues in Tourism
 |
| ISSN | 1368-3500 |
| Abstract | The increasing integration of robots in the hotel and tourism industries has led to the deployment of robots with varying physical characteristics in a range of frontline and backstage tasks. Despite this trend, the influence of physical presence, a fundamental element of a robot's physical attributes, on the customer service experience following a service failure has not been thoroughly investigated. This study intends to address this research void by conducting three experiments to exhibit the positive impact of physical presence on the customer service experience after service failures. In addition, the study identifies a mediating path (parasocial relationship) and two boundary conditions (service outcome and service type) that determine the effect of physical presence. These findings contribute to the knowledge of robotic services and provide insights for selecting robots with suitable physical features in service design. |
| Keyword | physical presence Service failure service outcome service type |
| DOI | 10.1080/13683500.2024.2376995 |
| URL | View the original |
| Language | 英語English |
| Scopus ID | 2-s2.0-85198051471 |
| Fulltext Access | |
| Citation statistics | |
| Document Type | Journal article |
| Collection | University of Macau |
| Affiliation | 1.Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Macao 2.Faculty of Business Administration, University of Macau, Macao 3.School of Tourism Management, South China Normal University, Higher Education Mega Centre, Guangzhou, China 4.Faculty of International Tourism and Management, City University of Macau, Taipa, Macao |
| First Author Affilication | University of Macau |
| Recommended Citation GB/T 7714 | Yu, Jing,Liu, Xiaoming,Li, Jun. Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction[J]. Current Issues in Tourism, 2024. |
| APA | Yu, Jing., Liu, Xiaoming., & Li, Jun (2024). Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction. Current Issues in Tourism. |
| MLA | Yu, Jing,et al."Does being there still matter after a service failure? The impact of robots’ physical presence on customer satisfaction".Current Issues in Tourism (2024). |
| Files in This Item: | There are no files associated with this item. | |||||
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