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Teddy-bear effect in service recovery

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  • Liu, Biqiang
  • Li, Yaoqi

Abstract

The extent of the widely demonstrated babyface effect in other disciplines remains understudied in hospitality-based service failure situations. By addressing this research gap, our pioneer study based on the Stereotype Content Model adopts four scenario-based experiments (text and video) with results revealing that a babyfaced (vs. mature faced) service provider has a more positive effect on consumer forgiveness and recovery satisfaction. However, the babyface effect diminishes while the mature face effect increases as service failure severity increases. Furthermore, warmth or competence inference is found to play a mediating role depending on service failure severity. This paper not only extends the well-documented babyface effect into tourism and hospitality but also provides cost-effective service recovery strategies by involving service providers' facial traits.

Suggested Citation

  • Liu, Biqiang & Li, Yaoqi, 2022. "Teddy-bear effect in service recovery," Annals of Tourism Research, Elsevier, vol. 94(C).
    • Handle: RePEc:eee:anture:v:94:y:2022:i:c:s0160738322000512
    DOI: 10.1016/j.annals.2022.103400
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    References listed on IDEAS

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    Cited by:

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    2. Li, Yaoqi & Liu, Biqiang & Xie, Lishan, 2022. "Celebrity endorsement in international destination marketing: Evidence from eye-tracking techniques and laboratory experiments," Journal of Business Research, Elsevier, vol. 150(C), pages 553-566.
    3. Xu, Xing'an & Liu, Juan, 2022. "Artificial intelligence humor in service recovery," Annals of Tourism Research, Elsevier, vol. 95(C).
    4. Philipp Heimberger & Andreas Lichtenberger, 2023. "RRF 2.0: A Permanent EU Investment Fund in the Context of the Energy Crisis, Climate Change and EU Fiscal Rules," wiiw Policy Notes 63, The Vienna Institute for International Economic Studies, wiiw.
    5. Philipp Heimberger & Andreas Lichtenberger, 2022. "RRF 2.0: Ein permanenter EU-Investitionsfonds im Kontext von Energiekrise, Klimawandel und EU-Fiskalregeln," wiiw Research Reports in German language 23, The Vienna Institute for International Economic Studies, wiiw.

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