Residential College | false |
Status | 已發表Published |
Gender Stereotyping in Robot Service Failures | |
Huang, Huiling1; Chen, Faye Feier1![]() ![]() | |
2024-10-16 | |
Source Publication | Journal of Hospitality & Tourism Research
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ABS Journal Level | 2 |
ISSN | 1096-3480 |
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. |
Keyword | Artificial Intelligence Service Robot Service Failure Gender Stereotyping Communion Tolerance |
DOI | 10.1177/10963480241296065 |
URL | View the original |
Indexed By | SSCI |
Language | 英語English |
WOS Research Area | Social Sciences - Other Topics |
WOS Subject | Hospitality, Leisure, Sport & Tourism |
WOS ID | WOS:001359643700001 |
Publisher | SAGE PUBLICATIONS INC, 2455 TELLER RD, THOUSAND OAKS, CA 91320 |
Scopus ID | 2-s2.0-85208817229 |
Fulltext Access | |
Citation statistics | |
Document Type | Journal article |
Collection | Faculty of Business Administration DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT |
Corresponding Author | Chen, Faye Feier |
Affiliation | 1.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 Affilication | University of Macau |
Corresponding Author Affilication | University 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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