14A Robot Or Human? the Effect of Robot-Versus-Human Caused Service Failure on Company Evaluation

The use of service robots is becoming increasingly popular, but is it always good for a company? Three studies demonstrate that when a service failure is caused by a robot (vs. a human employee), customers evaluate the company more negatively. This effect is driven by the different levels of accountability.



Citation:

Isabel Ding and Miaolei Jia (2019) ,"14A Robot Or Human? the Effect of Robot-Versus-Human Caused Service Failure on Company Evaluation", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 966-966.

Authors

Isabel Ding, National University of Singapore, Singapore
Miaolei Jia, University of Warwick, UK



Volume

NA - Advances in Consumer Research Volume 47 | 2019



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