I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Song, MM; Xing, XY; Duan, YC; Mou, J

Mou, J (通讯作者),Pusan Natl Univ, Sch Business, Busan, South Korea.

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2023; 123 (12): 2949

Abstract

Purpose - Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expe......

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