Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure

Citations

Cited by:

1. Xie, Yuguang & Zhou, Peiyu & Liang, Changyong & Zhao, Shuping & Lu, Wenxing, 2025. "Affiliative or self-defeating? Exploring the effect of humor types on customer forgiveness in the context of AI agents’ service failure," Journal of Business Research, Elsevier, vol. 194(C).
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4. Yang, Guangmei & Shao, Bingjia, 2025. "Human-AI collaborative recovery: How recovery sequence and strategy order drive consumer forgiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
5. Liu, Ruoran & Hao, Jin-Xing & Yu, Yan & Shan, Wei, 2025. "Helpful or harmful? A curvilinear perspective on AI agent anthropomorphism in service failure tolerance," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
6. Xing, Xinyu & Song, Mengmeng & Duan, Yucong & Mou, Jian, 2022. "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots," Technology in Society, Elsevier, vol. 70(C).
7. Xu, Xing'an & Liu, Juan, 2024. "Promotional games in service recovery: Luck works," Annals of Tourism Research, Elsevier, vol. 105(C).
8. Jeon, Yongwoog Andrew, 2022. "Let me transfer you to our AI-based manager: Impact of manager-level job titles assigned to AI-based agents on marketing outcomes," Journal of Business Research, Elsevier, vol. 145(C), pages 892-904.
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11. Zhang, Weida & Yang, Bo & Yang, Meifang & Xie, Le & Zheng, Yu, 2025. "Sincerity or incompetence? The double-edged sword effect of sadness expression in chatbots service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 86(C).
12. 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).
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15. Song, Mengmeng & Jiang, Wenjing & Xing, Xinyu & Mou, Jian & Duan, Yucong, 2026. "The more human-like the better? Effect of anthropomorphic level on customer intention to participate in AI service recovery," Technology in Society, Elsevier, vol. 84(C).
16. Alabed, Amani & Javornik, Ana & Gregory-Smith, Diana, 2022. "AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
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19. Xu, Xing'an & Liu, Juan & Gursoy, Dogan, 2022. "Emotional intelligence similarity in service recovery," Annals of Tourism Research, Elsevier, vol. 96(C).
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22. Carrilho, Mariana Girão & Wagner, Rafael & Pinto, Diego Costa & Gonzalez-Jimenez, Hector & Akdim, Khaoula, 2025. "The feeling skills gap: the role of empathy in voice-driven AI for service recovery," Journal of Business Research, Elsevier, vol. 201(C).
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24. 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).
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26. Huang, Bo & Laporte, Sandra & Sénécal, Sylvain & Sobol, Kamila, 2025. "Falling out with AI-buddies: The hidden costs of treating AI as a partner versus servant during service failure," Technological Forecasting and Social Change, Elsevier, vol. 219(C).
27. Agnihotri, Arpita & Bhattacharya, Saurabh & Vrontis, Demetris, 2024. "Can salespersons help firms overcome brand image crisis? Role of facial appearance," Journal of Business Research, Elsevier, vol. 176(C).
28. Zhao, Haichuan & Song, Zisong & Cai, Zhenchuan, 2026. "Should AI or human agents handle customer complaints? Exploring the impact of agent type and complaint response type on recovery outcomes," Journal of Business Research, Elsevier, vol. 202(C).