Consumers’ Brand Experiences With Robotic Service Failures: Modeling Appraisal, Attribution, and Psychological Reactance

Due to the stretched capacities of human staff, consumers are increasingly placed in situations where they are “required” to use technology amidst their travel experiences, despite potential service failures in robotic technologies. Yet, research into how robotic service failures could potentially s...

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Veröffentlicht in:	Journal of hospitality & tourism research (Washington, D.C.) D.C.), 2024-02
Hauptverfasser:	Shin, Hyejo Hailey, Tung, Vincent Wing Sun, Jeong, Miyoung
Format:	Artikel
Sprache:	eng
Online-Zugang:	Volltext
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