Can robots recover a service using interactional justice as employees do? A literature review-based assessment
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DOI: 10.1007/s11628-023-00525-z
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Cited by:
- Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.
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Keywords
Service robots; Interactional justice; Service recovery; Systematic literature review; Empathy;All these keywords.
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