About this document
AI vs Human in Service Recovery Preferences by Jyothi Mallya is a document available to read on EtoBox.
This research investigates consumer preferences for AI versus human agents in service recovery, focusing on the context of service failures and recovery strategies. Findings indicate that customers prefer AI for customer failures and when given explanations or monetary redress, while they favor human agents for company failures and apologies. The study highlights the importance of aligning service recovery agents with specific failure types to enhance customer satisfaction and loyalty.
- Author
- Jyothi Mallya
- Language
- EN