Humor type and service context shape AI service recovery

Creepy vs. cool: Switching from human staff to service robots in the hospitality industry

(2023) Sung-Eun Kang et al.   International Journal of Hospitality Management

Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study

(2022) Frédéric Ponsignon   Journal of Service Management

Robots, artificial intelligence, and service automation (RAISA) in hospitality: sentiment analysis of YouTube streaming data

(2022) Taekyung Kim et al.   Electronic Markets

Exploring the effect of humor in robot failure

(2022) Hongyan Yang et al.   ANNALS OF TOURISM RESEARCH

Artificial intelligence humor in service recovery

(2022) Xing'an Xu et al.   ANNALS OF TOURISM RESEARCH

No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations

(2021) Sarah Kobel et al.   JOURNAL OF BUSINESS RESEARCH

EXPRESS: Blame the Bot: Anthropomorphism and Anger in Customer-Chatbot Interactions

(2021) Cammy Crolic et al.   JOURNAL OF MARKETING

An improvement or a gimmick? The importance of user perceived values, previous experience, and industry context in human–robot service interaction

(2021) Yaou Hu   Journal of Destination Marketing & Management

The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services

(2021) Cristina Calvo-Porral et al.   International Journal of Quality and Service Sciences

Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention

(2021) Xingyang Lv et al.   COMPUTERS IN HUMAN BEHAVIOR

Friendly or competent? The effects of perception of robot appearance and service context on usage intention

(2021) Xing (Stella) Liu et al.   ANNALS OF TOURISM RESEARCH

Is cuteness irresistible? The impact of cuteness on customers’ intentions to use AI applications

(2021) Xingyang Lv et al.   TOURISM MANAGEMENT