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Gender Stereotyping in Robot Service Failures
Huang, Huiling1; Chen, Faye Feier1; Liu, Stephanie Q.2
2024-10-16
Source PublicationJournal of Hospitality & Tourism Research
ABS Journal Level2
ISSN1096-3480
Abstract

AI agents, such as service robots, could encompass gender cues. However, little is known regarding whether and how customers apply gender stereotyping to service failures in gendered service tasks performed by robots. Drawing on gender stereotype theory, we investigate the joint effects of robot gender (feminine vs. masculine) and task type (female-dominated vs. male-dominated) on customer dissatisfaction following service failures. Study 1 reveals that feminine service robots are perceived as more communal but as equally agentic as their masculine counterparts. Study 2 demonstrates that feminine (vs. masculine) service robots generate lower customer dissatisfaction when failing a female-dominated task. However, this discrepancy diminishes when failures occur in a male-dominated task. Perceived communion and tolerance serially mediate such robot gender effects. Our findings suggest that using feminine robots across all service categories may be a cost-effective strategy for hospitality organizations, eliminating the need to vary robot gender by task type.

KeywordArtificial Intelligence Service Robot Service Failure Gender Stereotyping Communion Tolerance
DOI10.1177/10963480241296065
URLView the original
Indexed BySSCI
Language英語English
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:001359643700001
PublisherSAGE PUBLICATIONS INC, 2455 TELLER RD, THOUSAND OAKS, CA 91320
Scopus ID2-s2.0-85208817229
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Citation statistics
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Corresponding AuthorChen, Faye Feier
Affiliation1.Department of Integrated Resort and Tourism Management, University of Macau, Taipa, Macao
2.Department of Human Sciences, The Ohio State University, Columbus, United States
First Author AffilicationUniversity of Macau
Corresponding Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Huang, Huiling,Chen, Faye Feier,Liu, Stephanie Q.. Gender Stereotyping in Robot Service Failures[J]. Journal of Hospitality & Tourism Research, 2024.
APA Huang, Huiling., Chen, Faye Feier., & Liu, Stephanie Q. (2024). Gender Stereotyping in Robot Service Failures. Journal of Hospitality & Tourism Research.
MLA Huang, Huiling,et al."Gender Stereotyping in Robot Service Failures".Journal of Hospitality & Tourism Research (2024).
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