Examining the interactive effects of service robot failure types and response methods on consumer forgiveness

Based on social response theory, this study explores the influence mechanism of service robot response methods on consumer forgiveness under different types of robot failure through two scenario experiments. The results reveal that when nonfunctional failure occurs, humorous responses are more effective in narrowing the perceived social distance and fostering stronger forgiveness than rational responses. Conversely, when functional failure occurs, rational responses enhance consumers’ perception of the service robot’s ability and generate greater forgiveness than humorous responses. Furthermore, for male service robots, perceived ability mediates the effect of response methods on female consumers’ forgiveness in functional failure scenarios, whereas for female service robots, perceived social distance mediates the effect of response methods on male consumers’ forgiveness under nonfunctional failure.