When and why loyal customers react negatively to AI services: A respect theory perspective

International Journal of Hospitality Management 2026

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Authors: Wenqi Zhang, Laurie Wu, Stephanie Q. Liu
DOI: 10.1016/j.ijhm.2026.104598
Cited by: 2
References: 79

Fields of Study & Subjects

AI in Service Interactions Customer Service Quality and Loyalty Technology Adoption and User Behaviour

Publication details

Journal / source
International Journal of Hospitality Management
Publisher
Elsevier BV
Volume
134
Pages
104598–104598
Publication date
5 February 2026
Language
EN