{"title":"Conceptualizing the role of virtual service agents in service failure recovery: Guiding insights","authors":"Salman Majeed , Woo Gon Kim , Rawan Nimri","doi":"10.1016/j.ijhm.2024.103889","DOIUrl":null,"url":null,"abstract":"<div><p>The hospitality industry employs artificial intelligence (AI) to positively influence customer psychological reactions and behavior. Our research addresses the challenges posed by AI service failure and explores the role of virtual service agents (VSAs) during the service failure recovery (SFR) process. In this study, we conducted a scoping review of 87 high-quality literature items published between 2000 and June 2024 to investigate how AI service failures contribute to adverse customer psychological reactions and behavior. This paper conceptualizes VSAs’ anthropomorphic attributes that may play important roles during the SFR process by influencing customer comfort and service failure tolerance. Moreover, we present how the severity of service failure and the competence of VSAs moderate the relationship between VSA anthropomorphic attributes and customer service failure tolerance. Theoretical and practical implications are discussed to provide additional insights.</p></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":null,"pages":null},"PeriodicalIF":9.9000,"publicationDate":"2024-08-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431924002019","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
The hospitality industry employs artificial intelligence (AI) to positively influence customer psychological reactions and behavior. Our research addresses the challenges posed by AI service failure and explores the role of virtual service agents (VSAs) during the service failure recovery (SFR) process. In this study, we conducted a scoping review of 87 high-quality literature items published between 2000 and June 2024 to investigate how AI service failures contribute to adverse customer psychological reactions and behavior. This paper conceptualizes VSAs’ anthropomorphic attributes that may play important roles during the SFR process by influencing customer comfort and service failure tolerance. Moreover, we present how the severity of service failure and the competence of VSAs moderate the relationship between VSA anthropomorphic attributes and customer service failure tolerance. Theoretical and practical implications are discussed to provide additional insights.
期刊介绍：
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.
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