Does Smart Service Recovery Harm Customer Orientation

Bibliographic Details
Main Author: Carrilho, Mariana Girão
Publication Date: 2024
Other Authors: Wagner, Rafael Luis, Pinto, Diego Costa, González, Hector, Akdim, Khaoula
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/174628
Summary: Carrilho, M. G., Wagner, R. L., Pinto, D. C., González, H., & Akdim, K. (2024). Does Smart Service Recovery Harm Customer Orientation: A Feeling Economy Perspective [abstract]. In Proceedings of the European Marketing Academy Article 119606 European Marketing Academy (EMAC). https://proceedings.emac-online.org/pdfs/A2024-119606.pdf --- This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia), under the projects UIDB/04152/2020 and 2023.03729.BD, Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
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network_name_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
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spelling Does Smart Service Recovery Harm Customer OrientationA Feeling Economy Perspective [abstract]SDG 8 - Decent Work and Economic GrowthCarrilho, M. G., Wagner, R. L., Pinto, D. C., González, H., & Akdim, K. (2024). Does Smart Service Recovery Harm Customer Orientation: A Feeling Economy Perspective [abstract]. In Proceedings of the European Marketing Academy Article 119606 European Marketing Academy (EMAC). https://proceedings.emac-online.org/pdfs/A2024-119606.pdf --- This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia), under the projects UIDB/04152/2020 and 2023.03729.BD, Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.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.European Marketing Academy (EMAC)Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNCarrilho, Mariana GirãoWagner, Rafael LuisPinto, Diego CostaGonzález, HectorAkdim, Khaoula2024-11-05T22:18:08Z2024-05-282024-05-28T00:00:00Zconference objectinfo:eu-repo/semantics/publishedVersion2application/pdfhttp://hdl.handle.net/10362/174628engPURE: 102522497info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-11-11T01:42:09Zoai:run.unl.pt:10362/174628Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T19:12:53.782770Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv Does Smart Service Recovery Harm Customer Orientation
A Feeling Economy Perspective [abstract]
title Does Smart Service Recovery Harm Customer Orientation
spellingShingle Does Smart Service Recovery Harm Customer Orientation
Carrilho, Mariana Girão
SDG 8 - Decent Work and Economic Growth
title_short Does Smart Service Recovery Harm Customer Orientation
title_full Does Smart Service Recovery Harm Customer Orientation
title_fullStr Does Smart Service Recovery Harm Customer Orientation
title_full_unstemmed Does Smart Service Recovery Harm Customer Orientation
title_sort Does Smart Service Recovery Harm Customer Orientation
author Carrilho, Mariana Girão
author_facet Carrilho, Mariana Girão
Wagner, Rafael Luis
Pinto, Diego Costa
González, Hector
Akdim, Khaoula
author_role author
author2 Wagner, Rafael Luis
Pinto, Diego Costa
González, Hector
Akdim, Khaoula
author2_role author
author
author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Carrilho, Mariana Girão
Wagner, Rafael Luis
Pinto, Diego Costa
González, Hector
Akdim, Khaoula
dc.subject.por.fl_str_mv SDG 8 - Decent Work and Economic Growth
topic SDG 8 - Decent Work and Economic Growth
description Carrilho, M. G., Wagner, R. L., Pinto, D. C., González, H., & Akdim, K. (2024). Does Smart Service Recovery Harm Customer Orientation: A Feeling Economy Perspective [abstract]. In Proceedings of the European Marketing Academy Article 119606 European Marketing Academy (EMAC). https://proceedings.emac-online.org/pdfs/A2024-119606.pdf --- This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia), under the projects UIDB/04152/2020 and 2023.03729.BD, Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.
publishDate 2024
dc.date.none.fl_str_mv 2024-11-05T22:18:08Z
2024-05-28
2024-05-28T00:00:00Z
dc.type.driver.fl_str_mv conference object
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/174628
url http://hdl.handle.net/10362/174628
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv PURE: 102522497
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 2
application/pdf
dc.publisher.none.fl_str_mv European Marketing Academy (EMAC)
publisher.none.fl_str_mv European Marketing Academy (EMAC)
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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