款待
旅游
心理学
能力(人力资源)
服务(商务)
营销
酒店业
服务补救
客户服务
实证研究
业务
社会心理学
服务质量
政治学
法学
哲学
认识论
标识
DOI:10.1016/j.annals.2022.103439
摘要
With the growing prevalence of artificial intelligence (AI) technologies in the tourism and hospitality industry, the phenomenon of AI service failure emerges, which merits empirical attention. Via six scenario-based experiments, this study verifies why and how humorous responses from AI agents affect customers' tolerance of AI service failure. Findings confirm the positive impact of humorous response on customer tolerance. Results further reveal the mediating effects of perceived warmth and perceived competence along with boundaries (customer inoculation and time pressure) of the humor effect. These findings enhance knowledge of AI service failure and recovery by delineating the recovery effect of AI agents' humorous responses. This research also offers tourism companies a new tool, humorous response, for resolving AI service failures.
科研通智能强力驱动
Strongly Powered by AbleSci AI