Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Journal of Service Management, 2020•emerald.com
Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies
Expert Briefings Open Access Publish with us Advanced search Robots or frontline
employees? Exploring customers’ attributions of responsibility and stability after service
failure or success Daniel Belanche (Department of Marketing and Market Research,
University of Zaragoza, Zaragoza, Spain) Luis V. Casal� (Department of Marketing and�…
stability after service failure or success | Emerald Insight Books and journals Case studies
Expert Briefings Open Access Publish with us Advanced search Robots or frontline
employees? Exploring customers’ attributions of responsibility and stability after service
failure or success Daniel Belanche (Department of Marketing and Market Research,
University of Zaragoza, Zaragoza, Spain) Luis V. Casal� (Department of Marketing and�…
Abstract
Purpose
Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on the attribution theory.
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