 Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failureXingyang Lv, Yue Liu, Jingjing Luo, Yuqing Liu and Chunxiao Li Annals of Tourism Research, 2021, vol. 87, issue C Abstract: As artificial intelligent technologies have been increasingly applied in tourism and hospitality industry, the service failure caused by artificial intelligence assistant and how to recover them are worth empirical studying. Laboratory experiments were employed to test the impact of cuteness in service failure, with effective manipulation of cute appearance, cute voice and cute language style of artificial intelligence assistant. By utilizing three studies with seven experiments, this research demonstrated the positive effect of cuteness design of artificial intelligence assistant on customer tolerance of service failure and further revealed the two mediating paths (tenderness and performance expectancy) as well as the boundary (failure severity and time pressure) of the cuteness effect. These findings contribute to the knowledge on artificial intelligent assistant service and provide insight for cute design using in tourism and hospitality industry. Keywords: Artificial intelligence assistant; Service failure; Experiments; Cuteness effect; Customer tolerance; Mediating mechanism (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:87:y:2021:i:c:s0160738320302589 DOI: 10.1016/j.annals.2020.103114 Access Statistics for this article Annals of Tourism Research is currently edited by John Tribe More articles in Annals of Tourism Research from Elsevier |
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