Can robots recover a service using interactional justice as employees do? A literature review-based assessment

Mathieu Lajante (), David Remisch () and Nikita Dorofeev ()
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Mathieu Lajante: Toronto Metropolitan University
David Remisch: Toronto Metropolitan University
Nikita Dorofeev: Toronto Metropolitan University

Service Business, 2023, vol. 17, issue 1, No 13, 315-357

Abstract: Abstract Interactional justice (e.g., empathy) plays a crucial role in service recovery. It relies on human social skills that would prevent it from automation. However, several considerations challenge this view. Interactional justice is not always necessary to recover service, and progress in social robotics enables service robots to handle social interactions. This paper reviews service recovery and social robotics literature and addresses whether service robots can use interactional justice as frontline employees do during service recovery. Results show service robots can replicate interactional justice norms, although with some considerations. Accordingly, we propose a research agenda for future studies.

Keywords: Service robots; Interactional justice; Service recovery; Systematic literature review; Empathy (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s11628-023-00525-z

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