The impact of intelligent robot service failures on customer responses --a perspective based on mind perception theory.

IF 3 Q2 ROBOTICS
Frontiers in Robotics and AI Pub Date : 2025-06-30 eCollection Date: 2025-01-01 DOI:10.3389/frobt.2025.1581083
Mengting Gong, Aimei Li, Junwei Zhang
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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.

Abstract Image

Abstract Image

智能机器人服务失败对顾客反应的影响——基于心理感知理论的视角。
随着智能机器人在人们工作和日常生活中的广泛应用,智能机器人服务故障越来越受到学术界和实践者的关注。在智能机器人服务故障的场景下,现有的研究大多集中在服务提供商对故障的补救措施和客户对故障的心理反应上。然而,很少有人系统地探讨智能机器人服务失败对客户的影响及其内部心理机制。本文采用心理感知理论的框架,对智能机器人服务故障类型进行系统分类,并从代理和体验两个维度探讨其对客户反应的影响。通过构建分析智能机器人服务对客户影响的理论框架,为智能营销领域的学者提供了有价值的理论见解,揭示了智能机器人服务失效场景下客户的心理机制。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
6.50
自引率
5.90%
发文量
355
审稿时长
14 weeks
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.
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