Examining the impact of service robot communication styles on customer intimacy following service failure

Junsung Park, Joon Woo Yoo, Youngju Cho and Heejun Park

Journal of Retailing and Consumer Services, 2023, vol. 75, issue C

Abstract: With the growing use of robots in the service industry, service failures have increased. This study applies the Communication Accommodation Theory to examine how robot employees' communication style can foster perceived intimacy, reducing customer anger and negative word-of-mouth. The study also tests if this relationship varies based on failure severity. Results show that an informal communication style significantly reduces negative word-of-mouth through intimacy, but only for low severity failures. These findings offer valuable insights for service providers using robots, emphasizing the need to adapt communication styles based on failure severity to effectively manage negative customer experiences.

Keywords: Communication style; Intimacy; Service recovery; Negative word-of-mouth; Service robot communication (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:75:y:2023:i:c:s0969698923002588

DOI: 10.1016/j.jretconser.2023.103511

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