From failure to forgiveness: Robots' proactive role in the tourism industry
文献类型：期刊论文
| 作者 | Wang, Jinwei1,2,3; Zhou, Zhihua1,2; Ren, Jianrong1,2; Liu, Lei1,2; Morrison, Alastair M.4 |
| 刊名 | TOURISM MANAGEMENT
 |
| 出版日期 | 2025-12-01 |
| 卷号 | 111页码:105246 |
| 关键词 | Artificial intelligence (AI) Service robots Human-robot interaction Consumer behavior Service recovery Forgiveness Sense of power |
| ISSN号 | 0261-5177 |
| DOI | 10.1016/j.tourman.2025.105246 |
| 产权排序 | 3 |
| 文献子类 | Article |
| 英文摘要 | In the era of artificial intelligence (AI), robots are extensively employed in modern service industries to optimize customer experience, yet service failures remain inevitable. Drawing on social exchange theory, this paper developed a model to examine the impact of robot service recovery methods on tourist forgiveness and systematically validated its hypotheses across four studies. The results showed that proactive recovery by robots elicited higher levels of forgiveness than reactive recovery, mediated sequentially by perceived effort and perceived sincerity. Sense of power moderates the relationship between service recovery methods and forgiveness. The paper contributes to the literature on robot service recovery by identifying proactive recovery as an effective strategy and offers practical recommendations for robot manufacturers to improve human-robot interaction design and for tourism managers to optimize service recovery strategies. |
| URL标识 | 查看原文 |
| WOS关键词 | CUSTOMER SATISFACTION ; POWER ; BEHAVIOR ; DIMENSIONS ; RESPONSES ; RECOVERY ; IMPACT ; SENSE ; MODEL |
| WOS研究方向 | Environmental Sciences & Ecology ; Social Sciences - Other Topics ; Business & Economics |
| 语种 | 英语 |
| WOS记录号 | WOS:001514389400002 |
| 出版者 | ELSEVIER SCI LTD |
| 源URL | [http://ir.igsnrr.ac.cn/handle/311030/214568]  |
| 专题 | 区域可持续发展分析与模拟院重点实验室_外文论文 |
| 通讯作者 | Wang, Jinwei |
| 作者单位 | 1.Beijing Int Studies Univ, Sch Tourism Sci, 1 Dingfuzhuang Nanli, Beijing 100024, Peoples R China; 2.Res Ctr Beijing Tourism Dev, 1 Dingfuzhuang Nanli, Beijing 100024, Peoples R China; 3.Chinese Acad Sci, Inst Geog Sci & Nat Resources Res, Beijing 100101, Peoples R China; 4.Univ Greenwich, Sch Management & Mkt, Greenwich Business Sch, London, England |
| 推荐引用方式 GB/T 7714 | Wang, Jinwei,Zhou, Zhihua,Ren, Jianrong,et al. From failure to forgiveness: Robots' proactive role in the tourism industry[J]. TOURISM MANAGEMENT,2025,111:105246. |
| APA | Wang, Jinwei,Zhou, Zhihua,Ren, Jianrong,Liu, Lei,&Morrison, Alastair M..(2025).From failure to forgiveness: Robots' proactive role in the tourism industry.TOURISM MANAGEMENT,111,105246. |
| MLA | Wang, Jinwei,et al."From failure to forgiveness: Robots' proactive role in the tourism industry".TOURISM MANAGEMENT 111(2025):105246. |
入库方式： OAI收割
来源：地理科学与资源研究所
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