000095627 001__ 95627
000095627 005__ 20210902121752.0
000095627 0247_ $$2doi$$a10.1108/JOSM-05-2019-0156
000095627 0248_ $$2sideral$$a119807
000095627 037__ $$aART-2020-119807
000095627 041__ $$aeng
000095627 100__ $$0(orcid)0000-0002-2291-1409$$aBelanche, Daniel$$uUniversidad de Zaragoza
000095627 245__ $$aRobots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success
000095627 260__ $$c2020
000095627 5060_ $$aAccess copy available to the general public$$fUnrestricted
000095627 5203_ $$aPurpose: Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on the attribution theory. Design/methodology/approach: Two vignette-based experimental studies were employed. Data were collected from US respondents who were randomly assigned to scenarios focusing on a hotel’s reception service and restaurant’s waiter service. Findings: Results indicate that respondents make stronger attributions of responsibility for the service performance toward humans than toward robots, especially when a service failure occurs. Customers thus attribute responsibility to the firm rather than the frontline robot. Interestingly, the perceived stability of the performance is greater when the service is conducted by a robot than by an employee. This implies that customers expect employees to shape up after a poor service encounter but expect little improvement in robots’ performance over time. Practical implications: Robots are perceived to be more representative of a firm than employees. To avoid harmful customer attributions, service providers should clearly communicate to customers that frontline robots pack sophisticated analytical, rather than simple mechanical, artificial intelligence technology that explicitly learns from service failures. Originality/value: Customer responses to frontline robots have remained largely unexplored. This paper is the first to explore the attributions that customers make when they experience robots in the frontline.
000095627 536__ $$9info:eu-repo/grantAgreement/ES/DGA/LMP65-18$$9info:eu-repo/grantAgreement/ES/DGA/S20-17R
000095627 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000095627 590__ $$a11.768$$b2020
000095627 591__ $$aNURSING$$b6 / 346 = 0.017$$c2020$$dQ1$$eT1
000095627 591__ $$aMANAGEMENT$$b6 / 225 = 0.027$$c2020$$dQ1$$eT1
000095627 592__ $$a2.657$$b2020
000095627 593__ $$aBusiness, Management and Accounting (miscellaneous)$$c2020$$dQ1
000095627 593__ $$aTourism, Leisure and Hospitality Management$$c2020$$dQ1
000095627 593__ $$aStrategy and Management$$c2020$$dQ1
000095627 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000095627 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza
000095627 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza
000095627 700__ $$aSchepers, Joroen
000095627 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000095627 773__ $$g31, 2 (2020), 267-289$$pJournal of Service Management$$tJournal of Service Management$$x1757-5818
000095627 8564_ $$s839971$$uhttps://zaguan.unizar.es/record/95627/files/texto_completo.pdf$$yVersión publicada
000095627 8564_ $$s21294$$uhttps://zaguan.unizar.es/record/95627/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000095627 909CO $$ooai:zaguan.unizar.es:95627$$particulos$$pdriver
000095627 951__ $$a2021-09-02-09:49:51
000095627 980__ $$aARTICLE