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

Published on Apr 2, 2020in Journal of Hospitality Marketing & Management
· DOI :10.1080/19368623.2019.1639095
Alei Fan7
Estimated H-index: 7
(Purdue University),
Luorong (Laurie) Wu6
Estimated H-index: 6
(TU: Temple University)
+ 1 AuthorsAnna S. Mattila81
Estimated H-index: 81
(PSU: Pennsylvania State University)
Sources
Abstract
ABSTRACTGiven the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self...
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