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

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dc.authoridALTINIGNE, NESENUR/0000-0002-9824-1763|Okan, Mehmet/0000-0002-9303-5768;
dc.authorwosidOznur, Oznur/JBS-3419-2023
dc.authorwosidALTINIGNE, NESENUR/AAB-6797-2020
dc.authorwosidOkan, Mehmet/K-2655-2016
dc.authorwosidPaleja, Heer/IQT-1538-2023
dc.contributor.authorArikan, Esra
dc.contributor.authorAltinigne, Nesenur
dc.contributor.authorKuzgun, Ebru
dc.contributor.authorOkan, Mehmet
dc.date.accessioned2024-07-18T20:58:30Z
dc.date.available2024-07-18T20:58:30Z
dc.date.issued2023
dc.departmentİstanbul Bilgi Üniversitesien_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.en_US
dc.description.sponsorshipB.ILG.I Scientific Research Projects (BAP) Fund by Istanbul Bilgi University, Turkey [2019.02.013 (AK 85 055)]en_US
dc.description.sponsorshipThis article is dedicated to the memory of Professor Selime Sezgin. Her guidance has helped us mature and will accompany us throughout our career. This research was supported by the B.ILG.I Scientific Research Projects (BAP) Fund [Project No:2019.02.013 (AK 85 055)] provided by Istanbul Bilgi University, Turkey. We are also grateful to Istanbul Bilgi University for the support in editing and proofreading service of this article.en_US
dc.identifier.doi10.1016/j.jretconser.2022.103175
dc.identifier.issn0969-6989
dc.identifier.issn1873-1384
dc.identifier.scopus2-s2.0-85141852511en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.urihttps://doi.org/10.1016/j.jretconser.2022.103175
dc.identifier.urihttps://hdl.handle.net/11411/8986
dc.identifier.volume70en_US
dc.identifier.wosWOS:000889125900015en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherElsevier Sci Ltden_US
dc.relation.ispartofJournal of Retailing and Consumer Servicesen_US
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.subjectAlgorithm Aversionen_US
dc.subjectMind Perceptionen_US
dc.subjectForgivenessen_US
dc.subjectAttributionen_US
dc.subjectAnthropomorphismen_US
dc.subjectEncounteren_US
dc.subjectMachinesen_US
dc.subjectEmotionen_US
dc.subjectSuccessen_US
dc.subjectPeopleen_US
dc.titleMay robots be held responsible for service failure and recovery? The role of robot service provider agents' human-likenessen_US
dc.typeArticleen_US

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