Anthropomorphic service robots in service failure: The roles of warmth, competence, and failure severity in shaping complaint intentions

International Journal of Hospitality Management 2026 Open access

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Authors: Peyman Ajdari, Fereshte Rasty, Raffaele Filieri
DOI: 10.1016/j.ijhm.2026.104624
Cited by: 3
References: 73

Fields of Study & Subjects

AI in Service Interactions Social Robot Interaction and HRI Psychology of Social Influence

Publication details

Journal / source
International Journal of Hospitality Management
Publisher
Elsevier BV
Volume
135
Pages
104624–104624
Publication date
24 February 2026
Language
EN