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Mind the voice! The effect of service robot voice vividness on service failure tolerance

题目Mind the voice! The effect of service robot voice vividness on service failure tolerance
作者Huo, Jiale Gong, Le Xi, Yue Chen, Yinjiao Chen, Danni Yang, Qiang
作者单位Nanjing Agr Univ, Sch Econ & Management, Nanjing, Peoples R China Peking Univ, Guanghua Sch Management, 5 Summer Palace Rd, Beijing 100091, Peoples R China Tsinghua Univ, Sch Econ & Management, Beijing, Peoples R China Guangdong Univ Technol, Sch Management, Guangzhou, Peoples R China Peking Univ, Dept PE, Beijing, Peoples R China Nanjing Audit Univ, Sch Business, Nanjing, Peoples R China
关键词：CUSTOMER SATISFACTION CONSUMERS BRANDS IMPACT TONE COMMUNICATION HOSPITALITY TECHNOLOGY INTENTIONS UNDERMINE
时间：2025年1月2日
出版者：JOURNAL OF TRAVEL & TOURISM MARKETING
摘要Voice of service robot has significant impact on human-robot interaction,but with inadequate academic attention to it in robot service failure context. This research focuses on a novel perceptual nonlinguistic tone of robot voice, vividness, and investigates its influence on consumer tolerance to robot service failure. In three experiments, it was found that voice vividness negatively influences consumer tolerance to service failure, with service expectation playing a mediating role. Furthermore, the study revealed that robot appearance cuteness can mitigate the detrimental impact of voice vividness, but this mitigating effect is only effective in scenarios with low service failure severity.
URLhttp://hdl.handle.net/20.500.11897/729608
ISSN1054-8408
DOI10.1080/10548408.2024.2425095
收录情况SSCI
作者单位 Nanjing Agr Univ, Sch Econ & Management, Nanjing, Peoples R China Peking Univ, Guanghua Sch Management, 5 Summer Palace Rd, Beijing 100091, Peoples R China Tsinghua Univ, Sch Econ & Management, Beijing, Peoples R China Guangdong Univ Technol, Sch Management, Guangzhou, Peoples R China Peking Univ, Dept PE, Beijing, Peoples R China Nanjing Audit Univ, Sch Business, Nanjing, Peoples R China 时间 2025年1月2日
出版者 JOURNAL OF TRAVEL & TOURISM MARKETING URL http://hdl.handle.net/20.500.11897/729608
ISSN 1054-8408 DOI 10.1080/10548408.2024.2425095
收录情况 SSCI 分类
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