Research graph
References from The interactive influence of service recovery agent and language style on consumer forgiveness: mediation of perceived sincerity. Local targets link to admitted publications; unresolved targets remain external evidence.
Watch your tone: how a brand’s tone of voice on social media influences consumer responses
10.1016/j.intmar.2017.10.001 · 2018 · External reference
Understanding and improving consumer reactions to service bots
10.1093/jcr/ucad024 · 2023 · External reference
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
10.1108/apjml-09-2024-1335 · 2025 · External reference
‘How may I help you?’ Says a robot: examining language styles in the service encounter
10.1016/j.ijhm.2019.03.026 · 2019 · External reference
The human touch vs AI efficiency: how perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment
10.1016/j.jretconser.2024.103969 · 2024 · External reference
Negative perceptions of outsourcing to artificial intelligence
10.1016/j.chb.2025.108894 · 2025 · External reference
The influence of an additional robot apology and robot gender after a human service failure
10.1108/imds-01-2024-0061 · 2025 · External reference
Beyond fit and attitude: the effect of emotional attachment on consumer responses to brand extensions
10.1016/j.jcps.2008.09.006 · 2008 · External reference
Universal dimensions of social cognition: warmth and competence
10.1016/j.tics.2006.11.005 · 2007 · External reference
Roles of artificial intelligence in collaboration with humans: automation, augmentation, and the future of work
10.1287/mnsc.2024.05684 · 2026 · External reference
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
10.1177/1094670510391078 · 2011 · External reference
‘Don’t pretend to be my friend!’ When an informal brand communication style backfires on social media
10.1016/j.jbusres.2017.01.012 · 2017 · External reference
Service recovery through anthropomorphic chatbots: a consumer face concern perspective
10.1108/apjml-06-2025-1270 · 2025 · External reference
Unresolved reference
1989 · External reference
Unresolved reference
2018 · External reference
Preference for human or algorithmic forecasting advice does not predict if and how it is used
10.1002/bdm.2285 · 2023 · External reference
Robots do not judge: service robots can alleviate embarrassment in service encounters
10.1007/s11747-022-00862-x · 2023 · External reference
How sincere is an apology? Recovery satisfaction in a robot service failure context
10.1177/10963480211011533 · 2021 · External reference
10.1108/9781787566873
10.1108/9781787566873 · 2019 · External reference
How anthropomorphic cues affect reactions to service delays
10.1108/jsm-09-2019-0334 · 2020 · External reference
AI as a friend or assistant: the mediating role of perceived usefulness in social AI vs functional AI
10.1016/j.tele.2021.101694 · 2021 · External reference
Service recovery in robotic deliveries: effects of apology strategy and anthropomorphism under delays of food delivery
10.1016/j.ijhcs.2026.103792 · 2026 · External reference
The effect of company size on aggregate word-of-mouth valence
10.1177/00222429251320603 · 2025 · External reference
No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations
10.1016/j.jbusres.2021.04.034 · 2021 · External reference
10.1037/12171-001
10.1037/12171-001 · 2011 · External reference
Chatbots in e-commerce: the effect of chatbot language style on customers’ continuance usage intention and attitude toward brand
10.1016/j.jretconser.2022.103209 · 2023 · External reference
Teddy-bear effect in service recovery
10.1016/j.annals.2022.103400 · 2022 · External reference
Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response
10.1016/j.ijhm.2024.103951 · 2025 · External reference
Understanding and mitigating the robot disadvantage in luxury services: the role of desire for superiority
10.1287/isre.2023.0229 · 2025 · External reference
10.1093/acref/9780199661282.001.0001
10.1093/acref/9780199661282.001.0001 · 2018 · External reference
Service robots rising: how humanoid robots influence service experiences and elicit compensatory consumer responses
10.1177/0022243718822827 · 2019 · External reference
The role of behavioral formality and informality in the enactment of bureaucratic versus organic organizations
10.5465/amr.1995.9512280023 · 1995 · External reference
What is person-environment congruence? Supplementary versus complementary models of fit
10.1016/0001-8791(87)90043-1 · 1987 · External reference
Evaluating the effect of consumer sales promotions on brand loyal and brand switching segments
10.1177/097226290901300404 · 2009 · External reference
Examining the impact of service robot communication styles on customer intimacy following service failure
10.1016/j.jretconser.2023.103511 · 2023 · External reference
Comparing the value of perceived human versus AI-generated empathy
10.1038/s41562-025-02247-w · 2025 · External reference
Buffer bots: the role of virtual service agents in mitigating negative effects when service fails
10.1002/mar.21723 · 2022 · External reference
How the features of live streaming e-commerce affect consumer purchase intention: the mediating role of social presence
10.1016/j.actpsy.2026.106336 · 2026 · External reference
Customer experience journeys: loyalty loops versus involvement spirals
10.1177/0022242920920262 · 2020 · External reference
Should the chatbot ‘save itself’ or ‘be helped by others’? The influence of service recovery types on consumer perceptions of recovery satisfaction
10.1016/j.elerap.2022.101199 · 2022 · External reference
Influencing customer compensation expectations in service failures: comparing the roles of service robots and human employees
10.1016/j.ijhm.2024.104031 · 2025 · External reference
Unresolved reference
1959 · External reference
Domo arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences
10.1177/1094670516679272 · 2017 · External reference
When robot (vs human) employees say ‘sorry’ following service failure
10.1080/15256480.2021.201781 · 2023 · External reference
From failure to forgiveness: robots’ proactive role in the tourism industry
10.1016/j.tourman.2025.105246 · 2025 · External reference
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
10.1016/j.jbusres.2020.06.061 · 2020 · External reference
The impact of service failure severity on service recovery evaluations and post-recovery relationships
10.1108/08876040410528737 · 2004 · External reference
Communication style in the salesperson-customer dyad
10.1177/002224378502200408 · 1985 · External reference
Unresolved reference
1958 · External reference
The influence of emoji meaning multipleness on perceived online review helpfulness: the mediating role of processing fluency
10.1016/j.jbusres.2021.12.037 · 2022 · External reference
A natural apology is sincere: understanding chatbots’ performance in symbolic recovery
10.1016/j.ijhm.2022.103387 · 2023 · External reference
Sincerity or incompetence? The double-edged sword effect of sadness expression in chatbots service failure
10.1016/j.jretconser.2025.104325 · 2025 · External reference
Hotel guests' responses to service recovery: how loyalty influences guest behavior
10.1177/1938965513513348 · 2014 · External reference
Preference for human or algorithmic forecasting advice does not predict if and how it is used
10.1002/bdm.2285 · ExternalCitation · doi-reference
Buffer bots: the role of virtual service agents in mitigating negative effects when service fails
10.1002/mar.21723 · ExternalCitation · doi-reference
Robots do not judge: service robots can alleviate embarrassment in service encounters
10.1007/s11747-022-00862-x · ExternalCitation · doi-reference
What is person-environment congruence? Supplementary versus complementary models of fit
10.1016/0001-8791(87)90043-1 · ExternalCitation · doi-reference
How the features of live streaming e-commerce affect consumer purchase intention: the mediating role of social presence
10.1016/j.actpsy.2026.106336 · ExternalCitation · doi-reference
Teddy-bear effect in service recovery
10.1016/j.annals.2022.103400 · ExternalCitation · doi-reference
Negative perceptions of outsourcing to artificial intelligence
10.1016/j.chb.2025.108894 · ExternalCitation · doi-reference
Should the chatbot ‘save itself’ or ‘be helped by others’? The influence of service recovery types on consumer perceptions of recovery satisfaction
10.1016/j.elerap.2022.101199 · ExternalCitation · doi-reference
Service recovery in robotic deliveries: effects of apology strategy and anthropomorphism under delays of food delivery
10.1016/j.ijhcs.2026.103792 · ExternalCitation · doi-reference
‘How may I help you?’ Says a robot: examining language styles in the service encounter
10.1016/j.ijhm.2019.03.026 · ExternalCitation · doi-reference
A natural apology is sincere: understanding chatbots’ performance in symbolic recovery
10.1016/j.ijhm.2022.103387 · ExternalCitation · doi-reference
Can service robots recover themselves? The effect of service recovery agents and robot service failure types on customer response
10.1016/j.ijhm.2024.103951 · ExternalCitation · doi-reference
Influencing customer compensation expectations in service failures: comparing the roles of service robots and human employees
10.1016/j.ijhm.2024.104031 · ExternalCitation · doi-reference
Watch your tone: how a brand’s tone of voice on social media influences consumer responses
10.1016/j.intmar.2017.10.001 · ExternalCitation · doi-reference
‘Don’t pretend to be my friend!’ When an informal brand communication style backfires on social media
10.1016/j.jbusres.2017.01.012 · ExternalCitation · doi-reference
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
10.1016/j.jbusres.2020.06.061 · ExternalCitation · doi-reference
No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations
10.1016/j.jbusres.2021.04.034 · ExternalCitation · doi-reference
The influence of emoji meaning multipleness on perceived online review helpfulness: the mediating role of processing fluency
10.1016/j.jbusres.2021.12.037 · ExternalCitation · doi-reference
Beyond fit and attitude: the effect of emotional attachment on consumer responses to brand extensions
10.1016/j.jcps.2008.09.006 · ExternalCitation · doi-reference
Chatbots in e-commerce: the effect of chatbot language style on customers’ continuance usage intention and attitude toward brand
10.1016/j.jretconser.2022.103209 · ExternalCitation · doi-reference
Examining the impact of service robot communication styles on customer intimacy following service failure
10.1016/j.jretconser.2023.103511 · ExternalCitation · doi-reference
The human touch vs AI efficiency: how perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment
10.1016/j.jretconser.2024.103969 · ExternalCitation · doi-reference
Sincerity or incompetence? The double-edged sword effect of sadness expression in chatbots service failure
10.1016/j.jretconser.2025.104325 · ExternalCitation · doi-reference
AI as a friend or assistant: the mediating role of perceived usefulness in social AI vs functional AI
10.1016/j.tele.2021.101694 · ExternalCitation · doi-reference
Universal dimensions of social cognition: warmth and competence
10.1016/j.tics.2006.11.005 · ExternalCitation · doi-reference
From failure to forgiveness: robots’ proactive role in the tourism industry
10.1016/j.tourman.2025.105246 · ExternalCitation · doi-reference
10.1037/12171-001
10.1037/12171-001 · ExternalCitation · doi-reference
Comparing the value of perceived human versus AI-generated empathy
10.1038/s41562-025-02247-w · ExternalCitation · doi-reference
When robot (vs human) employees say ‘sorry’ following service failure
10.1080/15256480.2021.201781 · ExternalCitation · doi-reference
10.1093/acref/9780199661282.001.0001
10.1093/acref/9780199661282.001.0001 · ExternalCitation · doi-reference
Understanding and improving consumer reactions to service bots
10.1093/jcr/ucad024 · ExternalCitation · doi-reference
The impact of service failure severity on service recovery evaluations and post-recovery relationships
10.1108/08876040410528737 · ExternalCitation · doi-reference
10.1108/9781787566873
10.1108/9781787566873 · ExternalCitation · doi-reference
Service recovery through anthropomorphic chatbots: a consumer face concern perspective
10.1108/apjml-06-2025-1270 · ExternalCitation · doi-reference
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
10.1108/apjml-09-2024-1335 · ExternalCitation · doi-reference
The influence of an additional robot apology and robot gender after a human service failure
10.1108/imds-01-2024-0061 · ExternalCitation · doi-reference
How anthropomorphic cues affect reactions to service delays
10.1108/jsm-09-2019-0334 · ExternalCitation · doi-reference
Customer experience journeys: loyalty loops versus involvement spirals
10.1177/0022242920920262 · ExternalCitation · doi-reference
The effect of company size on aggregate word-of-mouth valence
10.1177/00222429251320603 · ExternalCitation · doi-reference
Service robots rising: how humanoid robots influence service experiences and elicit compensatory consumer responses
10.1177/0022243718822827 · ExternalCitation · doi-reference
Communication style in the salesperson-customer dyad
10.1177/002224378502200408 · ExternalCitation · doi-reference
Evaluating the effect of consumer sales promotions on brand loyal and brand switching segments
10.1177/097226290901300404 · ExternalCitation · doi-reference
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
10.1177/1094670510391078 · ExternalCitation · doi-reference
Domo arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences
10.1177/1094670516679272 · ExternalCitation · doi-reference
How sincere is an apology? Recovery satisfaction in a robot service failure context
10.1177/10963480211011533 · ExternalCitation · doi-reference
Hotel guests' responses to service recovery: how loyalty influences guest behavior
10.1177/1938965513513348 · ExternalCitation · doi-reference
Understanding and mitigating the robot disadvantage in luxury services: the role of desire for superiority
10.1287/isre.2023.0229 · ExternalCitation · doi-reference
Roles of artificial intelligence in collaboration with humans: automation, augmentation, and the future of work
10.1287/mnsc.2024.05684 · ExternalCitation · doi-reference
The role of behavioral formality and informality in the enactment of bureaucratic versus organic organizations
10.5465/amr.1995.9512280023 · ExternalCitation · doi-reference
