Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention
Abstract
Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI service recovery retains customers is an issue that cannot be ignored. This article focuses on AI service recovery, abandoning the traditional “intelligence quotient” thinking and exploring the recovery effect of empathy response from the perspective of emotional intelligence. Using four experimental scenarios, the results indicate that, in...
Paper Details
Title
Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention
Published Date
Jan 1, 2022
Journal
Volume
126
Pages
106993 - 106993
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