Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Purpose 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...