ReviewFrontiers in robotics and AI2025
The impact of intelligent robot service failures on customer responses --a perspective based on mind perception theory.
Review in Frontiers in robotics and AI, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 1 paper.
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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1 citing paper in PubMed.
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3 authors.
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Abstract
As intelligent robots are widely applied in people's work and daily life, intelligent robot service failures have drawn more attention from academics and practitioners. Under the scenarios of intelligent robot service failures, most existing studies focus on service providers' remedies for the failures and customers' psychological responses to such failures. However, few have systematically explored the impacts of intelligent robot service failures on customers and their internal psychological mechanisms. This paper adopts the framework of mind perception theory to systematically categorize the types of intelligent robot service failures and explores their impact on customer responses from the dimensions of agency and experience. By constructing a theoretical framework to analyze the effects of intelligent robot services on customers, it provides valuable theoretical insights for scholars in the field of intelligent marketing and sheds light on the psychological mechanisms of customers under intelligent robot service failure scenarios.
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