When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal

Given the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self-efficacy jointly influence their reactions to service machines with humanlike features in a service failure context. The results demonstrate that consumers show varying levels of dissatisfaction with a service failure caused by an anthropomorphic (vs....