Conceptualizing the role of virtual service agents in service failure recovery: Guiding insights
本文通过综述87篇文献，概念化虚拟服务代理的拟人化属性如何通过影响客户舒适度和服务失败容忍度，在服务失败补救过程中发挥作用，并探讨服务失败严重性和代理能力的调节效应。
The hospitality industry employs artificial intelligence (AI) to positively influence customer psychological reactions and behavior . Our research addresses the challenges posed by AI service failure and explores the role of virtual service agents (VSAs) during the service failure recovery (SFR) process. In this study, we conducted a scoping review of 87 high-quality literature items published between 2000 and June 2024 to investigate how AI service failures contribute to adverse customer psychological reactions and behavior . This paper conceptualizes VSAs’ anthropomorphic attributes that may play important roles during the SFR process by influencing customer comfort and service failure tolerance. Moreover, we present how the severity of service failure and the competence of VSAs moderate the relationship between VSA anthropomorphic attributes and customer service failure tolerance. Theoretical and practical implications are discussed to provide additional insights.