Artificial intelligence humor in service recovery
Author
Abstract
Suggested Citation
DOI: 10.1016/j.annals.2022.103439
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Pabel, Anja & Pearce, Philip L., 2016. "Tourists’ responses to humour," Annals of Tourism Research, Elsevier, vol. 57(C), pages 190-205.
- Kobel, Sarah & Groeppel-Klein, Andrea, 2021. "No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations," Journal of Business Research, Elsevier, vol. 132(C), pages 260-269.
- Frew, Elspeth, 2006. "The humour tourist: A conceptualisation," Journal of Business Research, Elsevier, vol. 59(5), pages 643-646, May.
- Claudia Townsend & Sanjay Sood, 2012. "Self-Affirmation through the Choice of Highly Aesthetic Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(2), pages 415-428.
- Liu, Biqiang & Li, Yaoqi, 2022. "Teddy-bear effect in service recovery," Annals of Tourism Research, Elsevier, vol. 94(C).
- Suri, Rajneesh & Monroe, Kent B, 2003. "The Effects of Time Constraints on Consumers' Judgments of Prices and Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(1), pages 92-104, June.
- Helena González‐gómez & Sarah Hudson & Aude Rychalski, 2021. "The psychology of frustration: Appraisals, outcomes, and service recovery," Post-Print hal-03329187, HAL.
- Lv, Xingyang & Liu, Yue & Luo, Jingjing & Liu, Yuqing & Li, Chunxiao, 2021. "Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure," Annals of Tourism Research, Elsevier, vol. 87(C).
- Vanja Vitezić & Marko Perić, 2021. "Artificial intelligence acceptance in services: connecting with Generation Z," The Service Industries Journal, Taylor & Francis Journals, vol. 41(13-14), pages 926-946, October.
- Gursoy, Dogan & Chi, Oscar Hengxuan & Lu, Lu & Nunkoo, Robin, 2019. "Consumers acceptance of artificially intelligent (AI) device use in service delivery," International Journal of Information Management, Elsevier, vol. 49(C), pages 157-169.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Yang, Hongyan & Xu, Hong & Zhang, Yan & Liang, Yan & Lyu, Ting, 2022. "Exploring the effect of humor in robot failure," Annals of Tourism Research, Elsevier, vol. 95(C).
- Xu, Xing'an & Liu, Juan & Gursoy, Dogan, 2022. "Emotional intelligence similarity in service recovery," Annals of Tourism Research, Elsevier, vol. 96(C).
- Lv, Xingyang & Liu, Yue & Luo, Jingjing & Liu, Yuqing & Li, Chunxiao, 2021. "Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure," Annals of Tourism Research, Elsevier, vol. 87(C).
- Aubel Martin & Pikturniene Indre & Joye Yannick, 2022. "Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 30(2), pages 26-42, June.
- Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
- Daniela Abrantes Ferreira & Marcos Gonçalves Avila & Marina Dias de Faria, 2010. "Corporate social responsibility and consumers' perception of price," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 6(2), pages 208-221, June.
- Suomi, Kati & Luonila, Mervi & Tähtinen, Jaana, 2020. "Ironic festival brand co-creation," Journal of Business Research, Elsevier, vol. 106(C), pages 211-220.
- Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
- Pelau Corina & Barbul Maria, 2021. "Consumers’ perception on the use of cognitive computing," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 15(1), pages 639-649, December.
- Tanković Ana Čuić & Prodan Marina Perišić & Benazić Dragan, 2023. "Consumer Segments in Blockchain Technology Adoption," South East European Journal of Economics and Business, Sciendo, vol. 18(2), pages 162-172, December.
- Kukar-Kinney, Monika & Ridgway, Nancy M. & Monroe, Kent B., 2012. "The Role of Price in the Behavior and Purchase Decisions of Compulsive Buyers," Journal of Retailing, Elsevier, vol. 88(1), pages 63-71.
- Song, Christina Soyoung & Kim, Youn-Kyung, 2022. "The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots," Journal of Business Research, Elsevier, vol. 146(C), pages 489-503.
- Maria Antonietta Raimondo & Gaetano Nino Miceli & Stefania Farace, 2013. "Self o mass branding? La relazione tra personalizzazione e marca," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2013(4), pages 149-171.
- Olivia Hornung & Stefan Smolnik, 2022. "AI invading the workplace: negative emotions towards the organizational use of personal virtual assistants," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 123-138, March.
- Yu, Yining & Zhou, Xinyue & Wang, Lei & Wang, Qiuzhen, 2022. "Uppercase Premium Effect: The Role of Brand Letter Case in Brand Premiumness," Journal of Retailing, Elsevier, vol. 98(2), pages 335-355.
- Cheng-Feng Cheng & Chien-Che Huang & Ming-Chang Lin & Ta-Cheng Chen, 2023. "Exploring Effectiveness of Relationship Marketing on Artificial Intelligence Adopting Intention," SAGE Open, , vol. 13(4), pages 21582440231, December.
- Jenni Sipilä & Sascha Alavi & Laura Marie Edinger-Schons & Sabrina Dörfer & Christian Schmitz, 2021. "Corporate social responsibility in luxury contexts: potential pitfalls and how to overcome them," Journal of the Academy of Marketing Science, Springer, vol. 49(2), pages 280-303, March.
- Chae, Heeju & Kim, Seunggwan & Lee, Jungguk & Park, Kyounghye, 2020. "Impact of product characteristics of limited edition shoes on perceived value, brand trust, and purchase intention; focused on the scarcity message frequency," Journal of Business Research, Elsevier, vol. 120(C), pages 398-406.
- Yuan, Chunlin & Zhang, Chenlei & Wang, Shuman, 2022. "Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
- Kohei Kawaguchi & Kosuke Uetake & Yasutora Watanabe, 2019. "Effectiveness of Product Recommendations Under Time and Crowd Pressures," Marketing Science, INFORMS, vol. 38(2), pages 253-273, March.
More about this item
Keywords
Artificial intelligence; Service failure and recovery; Humorous response; Customer tolerance.;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:anture:v:95:y:2022:i:c:s0160738322000901. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.