May robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likeness

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dc.authoridMehmet Okan / 0000-0002-9303-5768en_US
dc.contributor.authorArıkan, Esra
dc.contributor.authorAltıniğne, Neşenur
dc.contributor.authorKuzgun, Ebru
dc.contributor.authorOkan, Mehmet
dc.date.accessioned2022-12-16T10:44:04Z
dc.date.available2022-12-16T10:44:04Z
dc.date.issued2023
dc.departmentAÇÜ, Hopa İktisadi ve İdari Bilimler Fakültesi, İşletme Bölümüen_US
dc.description.abstractThis research investigates how consumers attribute service failure and recovery responsibilities and respond to them differently based on the service provider agent type (human, humanoid, and non-humanoid robot). Two experiments show that, first, consumers attribute more service failure responsibility to the firm when the agent is less human-like. Second, they attribute more recovery responsibility to the agent and less to the firm when those agents are human, rather than robots. Third, failure (recovery) attribution to the firm reduces (enhances) consumer forgiveness and satisfaction. This study identifies the impact of human-likeness and humanness on responsibility attribution processes in interaction with robotic and human agents.
dc.identifier.citationArikan, E., Altinigne, N., Kuzgun, E., & Okan, M. (2023). May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness. Journal of Retailing and Consumer Services, 70, 103175.en_US
dc.identifier.doi10.1016/j.jretconser.2022.103175
dc.identifier.scopusqualityQ1
dc.identifier.urihttps://doi.org/10.1016/j.jretconser.2022.103175
dc.identifier.urihttps://hdl.handle.net/11494/4296
dc.identifier.volume70en_US
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthorOkan, Mehmet
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.relation.ispartofJournal Of Retailing And Consumer Services
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectService robotsen_US
dc.subjectResponsibility attributionen_US
dc.subjectHuman-likenessen_US
dc.subjectService failureen_US
dc.subjectService recoveryen_US
dc.titleMay robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likenessen_US
dc.typeArticle

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