►组织管理学系 马珂 付晓烨 Journal of Hospitality Marketing & Management (ESI)   2024-07-14

Ma, K., Duan, X., Fu, X.*, Liu, W., & Zheng, M. (2024). Effects of human-robot interaction type on customer tolerance of humanoid robot service failure. Journal of Hospitality Marketing & Management, 1–20. https://doi.org/10.1080/19368623.2024.2379263

【Abstract】The impact of robot service failure on customer retention is well-recognized, with a growing focus on effective robot recovery strategies. Despite this, the formation of human-robot relationships during interactions is not well understood. This research explores the impact of human-robot interaction types on customer tolerance toward humanoid robot service failures. Employing three scenario-based experimental studies, we demonstrate that customers generate the highest tolerance for robot service failures within companionate relationships, followed by assistive relationships, and instrumental relationships. In addition, this research confirms the mediating role of psychological distance and identifies the moderating role of service context in the relationship between the human-robot interaction relationships and customer tolerance through psychological distance. The findings offer insights for enhancing marketing strategies and the development of human-robot interaction paradigms.