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Can robots recover a service using interactional justice as employees do? A literature review-based assessment

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  • Mathieu Lajante

    (Toronto Metropolitan University)

  • David Remisch

    (Toronto Metropolitan University)

  • Nikita Dorofeev

    (Toronto Metropolitan University)

Abstract

Interactional justice (e.g., empathy) plays a crucial role in service recovery. It relies on human social skills that would prevent it from automation. However, several considerations challenge this view. Interactional justice is not always necessary to recover service, and progress in social robotics enables service robots to handle social interactions. This paper reviews service recovery and social robotics literature and addresses whether service robots can use interactional justice as frontline employees do during service recovery. Results show service robots can replicate interactional justice norms, although with some considerations. Accordingly, we propose a research agenda for future studies.

Suggested Citation

  • Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    • Handle: RePEc:spr:svcbiz:v:17:y:2023:i:1:d:10.1007_s11628-023-00525-z
    DOI: 10.1007/s11628-023-00525-z
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    References listed on IDEAS

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    Cited by:

    1. 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).
    2. Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.

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