It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure
Jing Yu, Xiaoming Liu, Mang He, Liman Huang, Jun Li
Topics & Concepts
Service recoveryBusinessEmpowermentContext (archaeology)MarketingProcess managementService (business)Customer retentionCustomer advocacyOperations managementService qualityEngineeringEconomicsHistoryEconomic growthArchaeologyAI in Service InteractionsService and Product InnovationCyberloafing and Workplace Behavior