心理学
旅游
调控焦点理论
晋升(国际象棋)
款待
酒店业
服务(商务)
约束(计算机辅助设计)
机器人
社会心理学
营销
业务
计算机科学
工程类
政治学
人工智能
创造力
法学
政治
机械工程
作者
Hongyan Yang,Hong Xu,Yan Zhang,Lianshan Yan,Ting Lyu
标识
DOI:10.1016/j.annals.2022.103425
摘要
Service robots are playing an increasing role in tourism and hospitality. However, this advanced technology is not immune to mistakes. The current research focuses on whether humor could be an effective recovery method in robot failure. Drawing on benign violation theory and regulatory focus theory, two experiments are conducted to demonstrate that, in low-severity failure conditions, humorous responses lead to higher humor appreciation and more positive customer evaluations. However, in high-severity failure conditions, humorous responses lead to higher perceived insincerity and more negative customer evaluations. We also examine the moderating role of anthropomorphism. This paper identifies whether and when humor is appropriate in robot failure and elucidates the introduction and promotion of robot services for managers.
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