Start Date

13-12-2018 12:00 AM

Description

Service failures often trigger a negative interaction spiral and FLEs are not able to hamper this spiral. As service robots are increasingly occur during service encounters, this study tests whether service robots are able to hamper the spiral by weakenin

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Dec 13th, 12:00 AM

Can Service Robots Hamper Customer Anger and Aggression After a Service Failure?

Service failures often trigger a negative interaction spiral and FLEs are not able to hamper this spiral. As service robots are increasingly occur during service encounters, this study tests whether service robots are able to hamper the spiral by weakenin