Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference
 EMAC 2024 Annual
 EMAC 2024 Regional Conference

EMAC 2024 Annual


Does Smart Service Recovery Harm Customer Orientation: A Feeling Economy Perspective
(A2024-119606)

Published: May 28, 2024

AUTHORS

Mariana Girão Carrilho, NOVA Information Management School; Rafael Wagner, NOVA Information Management School; Diego Costa Pinto, NOVA IMS Lisbon; Hector González, ESCP Business School; Khaoula Akdim, Cunef University

ABSTRACT

Companies are increasingly integrating artificial intelligence during service recovery. However, little is known about AI’s potential harm on perceived customer orientation. Drawing upon the Feeling Economy Theory, we propose that the use of artificial agents in service recovery harms perceived customer orientation, because of AI agents’ lack of perceived empathy. Through three experimental studies, we show that consumers perceive service providers as less customer-oriented when artificial agents (vs. humans) are used in service recovery. We show that perceived empathy works as an underlying mechanism for these effects. Further, the type of task (feeling vs. thinking) works as a boundary condition for these effects. That is, consistent with an empathetic perspective on human (vs. artificial) agents, customer orientation is only harmed when the agent performs a feeling (vs. thinking) task. Finally, we further show that this effect is more pronounced for premium services.