Open AccessFacilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure
Author(s) -
Wenguo Shen,
Yongwei Wang
Publication year - 2022
Publication title -
journal of marketing development and competitiveness
Language(s) - English
Resource type - Journals
ISSN - 2155-2843
DOI - 10.33423/jmdc.v16i2.5254
Subject(s) - mediation , empathy , service (business) , robot , service recovery , business , service robot , customer advocacy , psychology , customer satisfaction , facilitation , computer science , marketing , service quality , social psychology , artificial intelligence , political science , neuroscience , law
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