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Buffer bots: The role of virtual service agents in mitigating negative effects when service fails
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Outgoing claims: the papers this work cites, builds on, or argues with.
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Effects of students' performance on teachers' and observers' attributions of causality.
inferredcites →https://doi.org/10.1037/t57930-000openalex-snapshot
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inferredcites →https://doi.org/10.1075/is.7.3.14nomopenalex-snapshot
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inferredcites →https://doi.org/10.1080/0267257x.2011.619150openalex-snapshot
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inferredcites →https://doi.org/10.1108/josm-04-2018-0119openalex-snapshot
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inferredcites →https://doi.org/10.1108/josm-06-2019-0203openalex-snapshot
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inferredcites →https://doi.org/10.1108/jsm-07-2016-0259openalex-snapshot
Giving back the “self” in self service: customer preferences in self-service failure recovery
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A Mathematical Model of Service Failure and Recovery Strategies*
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Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters
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Dimensions of Mind Perception
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The Effect of a Market Orientation on Business Profitability
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A Study of the Relationships between Cognitive Appraisals and Consumption Emotions
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The Role of Emotions in Marketing
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inferredcites →https://doi.org/10.1177/03079450094298openalex-snapshot
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inferredcites →https://doi.org/10.1177/1094670502238918openalex-snapshot
Application of Fairness Theory to Service Failures and Service Recovery
inferredcites →https://doi.org/10.1177/1094670503257048openalex-snapshot
Rethinking Service Recovery Strategies
inferredcites →https://doi.org/10.1177/1094670512443999openalex-snapshot
“I’m Mad and I Can’t Get That Service Failure Off My Mind”
inferredcites →https://doi.org/10.1177/1094670516679275openalex-snapshot
The Future of Frontline Research
inferredcites →https://doi.org/10.1177/1094670517728339openalex-snapshot
Service Employee Responses to Angry Customer Complaints
inferredcites →https://doi.org/10.1177/1094670517752459openalex-snapshot
Artificial Intelligence in Service
inferredcites →https://doi.org/10.1177/1094670520978798openalex-snapshot
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
inferredcites →https://doi.org/10.1177/1096348003255438openalex-snapshot
Customer Choice: A Preemptive Strategy to Buffer the Effects of Service Failure and Improve Customer Loyalty
inferredcites →https://doi.org/10.1207/153276603768344843openalex-snapshot
Don't Blame the Computer: When Self-Disclosure Moderates the Self-Serving Bias
inferredcites →https://doi.org/10.1509/jm.09.0395openalex-snapshot
Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully
inferredcites →https://doi.org/10.1509/jm.75.2.93openalex-snapshot
Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment
inferredcites →https://doi.org/10.1509/jmkg.66.4.57.18512openalex-snapshot
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inferredcites →https://doi.org/10.18653/v1/n18-1163openalex-snapshot
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inferredcites →https://doi.org/10.2307/1252055openalex-snapshot
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
inferredcites →https://doi.org/10.2307/3151568openalex-snapshot
The SOCO Scale: A Measure of the Customer Orientation of Salespeople
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Service Blueprinting: A Practical Technique for Service Innovation
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Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure
inferredcites →https://doi.org/10.7551/mitpress/2697.001.0001openalex-snapshot
Embodied Conversational Agents
What points at this work
Incoming claims: where this work appears in other papers’ reference lists and arguments.
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Chatbot Service: An Integrated Framework of the Customer Journey and Experiential Quality
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inferred← citeshttps://doi.org/10.1002/mar.21853openalex-snapshot
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inferred← citeshttps://doi.org/10.1108/jrim-02-2023-0061openalex-snapshot
Untouchable them: the effect of chatbot gender on angry customers
inferred← citeshttps://doi.org/10.1108/jrim-06-2025-0311openalex-snapshot
I’m learning and improving! The impact of chatbot learning evidence on customer tolerance of chatbot service failure
inferred← citeshttps://doi.org/10.1108/jsm-09-2024-0488openalex-snapshot
Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions
inferred← citeshttps://doi.org/10.1108/jstp-04-2025-0124openalex-snapshot
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance
inferred← citeshttps://doi.org/10.1108/md-07-2024-1635openalex-snapshot
How locus of causality shapes human-AI decision-making
inferred← citeshttps://doi.org/10.1108/tr-11-2024-0998openalex-snapshot
Service robot failures in hospitality: understanding customer attribution of responsibility
inferred← citeshttps://doi.org/10.1177/00472875231201505openalex-snapshot
Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention
inferred← citeshttps://doi.org/10.1177/17298806231191606openalex-snapshot
Robot service failure and recovery: Literature review and future directions
inferred← citeshttps://doi.org/10.14710/interaksi.13.2.372-386openalex-snapshot
VIRTUAL INFLUENCER ACTIVITIES ON INSTAGRAM SOCIAL MEDIA THROUGH THE PERSPECTIVE OF USER GENERATED CONTENT THEORY
inferred← citeshttps://doi.org/10.2139/ssrn.5162783openalex-snapshot
I'm Learning and Improving! The Impact of Learning Evidence on Customer Tolerance of Chatbot Service Failure
inferred← citeshttps://doi.org/10.2139/ssrn.5403350openalex-snapshot
Is Chatbot More Effective? Investigating the Effect of Service Recovery Agents and Consumer Loss on Consumer Forgiveness
inferred← citeshttps://doi.org/10.2139/ssrn.7152576openalex-snapshot
Actor-Observer Asymmetry in Perceived Fairness of AI-Assisted Decisions: Unpacking Self-Serving Motivation
inferred← citeshttps://doi.org/10.3390/jtaer21010035openalex-snapshot
Is a Chatbot More Effective? Investigating the Effect of Service Recovery Agents and Consumer Loss on Consumer Forgiveness
inferred← citeshttps://doi.org/10.5204/thesis.eprints.242761openalex-snapshot
Chatbot as a service recovery agent: The role of chatbot disclosure on perceived justice, customer forgiveness and negative word-of-mouth
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