{"title":"The impact of intelligent robot service failures on customer responses --a perspective based on mind perception theory.","authors":"Mengting Gong, Aimei Li, Junwei Zhang","doi":"10.3389/frobt.2025.1581083","DOIUrl":null,"url":null,"abstract":"<p><p>As intelligent robots are widely applied in people's work and daily life, intelligent robot service failures have drawn more attention from academics and practitioners. Under the scenarios of intelligent robot service failures, most existing studies focus on service providers' remedies for the failures and customers' psychological responses to such failures. However, few have systematically explored the impacts of intelligent robot service failures on customers and their internal psychological mechanisms. This paper adopts the framework of mind perception theory to systematically categorize the types of intelligent robot service failures and explores their impact on customer responses from the dimensions of agency and experience. By constructing a theoretical framework to analyze the effects of intelligent robot services on customers, it provides valuable theoretical insights for scholars in the field of intelligent marketing and sheds light on the psychological mechanisms of customers under intelligent robot service failure scenarios.</p>","PeriodicalId":47597,"journal":{"name":"Frontiers in Robotics and AI","volume":"12 ","pages":"1581083"},"PeriodicalIF":3.0000,"publicationDate":"2025-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12256243/pdf/","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Frontiers in Robotics and AI","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.3389/frobt.2025.1581083","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2025/1/1 0:00:00","PubModel":"eCollection","JCR":"Q2","JCRName":"ROBOTICS","Score":null,"Total":0}
引用次数: 0
Abstract
As intelligent robots are widely applied in people's work and daily life, intelligent robot service failures have drawn more attention from academics and practitioners. Under the scenarios of intelligent robot service failures, most existing studies focus on service providers' remedies for the failures and customers' psychological responses to such failures. However, few have systematically explored the impacts of intelligent robot service failures on customers and their internal psychological mechanisms. This paper adopts the framework of mind perception theory to systematically categorize the types of intelligent robot service failures and explores their impact on customer responses from the dimensions of agency and experience. By constructing a theoretical framework to analyze the effects of intelligent robot services on customers, it provides valuable theoretical insights for scholars in the field of intelligent marketing and sheds light on the psychological mechanisms of customers under intelligent robot service failure scenarios.
期刊介绍:
Frontiers in Robotics and AI publishes rigorously peer-reviewed research covering all theory and applications of robotics, technology, and artificial intelligence, from biomedical to space robotics.