Construct · 1 fields · 1 citations

robot versus human service failure blame: a standalone construct

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Consumer research

customers blame a service robot less than a human employee for a failure and shift more blame onto the firm that deployed it.

In consumer research, robot versus human service failure blame refers to customers blame a service robot less than a human employee for a failure and shift more blame onto the firm that deployed it. This meaning comes from Leo (2020) in Computers in Human Behavior.[1]

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Nearby constructs

blame1 fields · 1 citationsanchor · a standalone construct business1 fields · 1 citationsanchor · a standalone construct failure4 fields · 6 citationsjingle · one word, four constructs

References

Leo, X., & Huh, Y. E. (2020). Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms. Computers in Human Behavior, 113, 106520. https://doi.org/10.1016/j.chb.2020.106520

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