Forgiveness

Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

Li Cheng

Citations: 74 • 2022

Two is better than one: Apologies from two robots are preferred

Yuka Okada, Mitsuhiko Kimoto, Takamasa Iio, Katsunori Shimohara, Masahiro Shiomi

Citations: 30 • 2023

How consumers react differently toward humanoid vs. nonhumanoid robots after service failures: a moderated chain mediation model

Mengwei Zhang, Jinsheng Cui, Zhong Jian-an

Citations: 21 • 2023

Human vs. robot service provider agents in service failures: comparing customer dissatisfaction and the mediating role of forgiveness and service recovery expectation

Zuwen Huang, Ada Lo

Citations: 12 • 2025

From failure to forgiveness: Robots’ proactive role in the tourism industry

Jinwei Wang, Zhihua Zhou, Jianrong Ren, Lei Liu, Alastair M. Morrison

Citations: 11 • 2025

Trust and forgiveness in service: effects of single and double deviations with human and robot staff

Janelle Chan, YooHee Hwang

Citations: 8 • 2025

From failure to forgiveness: Proactive recovery strategies for service robots in hospitality

Yun Liu, Yingying Du

Citations: 7 • 2025

Human-AI collaborative recovery: How recovery sequence and strategy order drive consumer forgiveness

Guangmei Yang, Bingjia Shao

Citations: 7 • 2025

Examining the interactive effects of service robot failure types and response methods on consumer forgiveness

Zhangxiang Zhu, L Huang, Wei Wu, Yaxin Zhao, Binli Tang

Citations: 1 • 2026