Service recovery by AI or human agents: Do failure and strategy context matter?
Approved
Classifications
MinEdu publication type
A1 Journal article (peer-reviewed)
Definition
Article
Target group
Scientific
Peer reviewed
Peer-reviewed
Article type
Journal article
Host publication type
Journal
Publication channel information
Title of journal/series
Journal of service management
ISSN (print)
1757-5818
ISSN (electronic)
1757-5826
ISSN (linking)
1757-5826
Publication forum ID
61621
Publication forum level
2
Internationality
Yes
Detailed publication information
Publication year
2025
Reporting year
2025
Journal/series volume number
36
Journal/series issue number
3
Page numbers
390-418
DOI
10.1108/JOSM-04-2024-0190
Language of publication
English
Co-publication information
International co-publication
Yes
Co-publication with a company
No
Availability
Link to online publication
Classification and additional information
MinEdu field of science classification
512 Business and management
Keywords
Service robot; Service failure; Service recovery; Apology; Artificial intelligence
Source database ID
WoS ID
WOS:001484446800001
Scopus ID
2-s2.0-105004677184