Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
Abstract
Service robots are on the rise. Technological advances in engineering, artificial intelligence, and machine learning enable robots to take over tasks traditionally carried out by humans. Despite the rapid increase in the employment of robots, there are still frequent failures in the performance of service robots. This research examines how and to what extent people attribute responsibility toward service robots in such cases of service failures...
Paper Details
Title
Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
Published Date
Dec 1, 2020
Journal
Volume
113
Pages
106520 - 106520
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