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Cited by 189

The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Ho, Ting Hin, Tojib, Dewi, Tsarenko, Yelena·2020·International Journal of Hospitality Management
DOI 10.1016/j.ijhm.2020.102501
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Abstract

Abstract The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving positive service outcomes. This research addresses the question: How do interactions between customers and these service actors (human staff/automated technological interface/fellow customer) influence their service experience following a service failure? We draw on role theory and answer this question via three experimental studies. Findings show that customers evaluate their service experience less favourably when receiving service recovery from fellow customers rather than firms (human staff and service robots). Furthermore, a firm’s instrumental recovery, rather than informational recovery, leads to a more favourable service evaluation, although this effect is absent when service recovery was given by fellow customers. Findings provide insights into the role of each actor in determining customer service evaluation.

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Metadata

Authors
Ho, T. H., Tojib, D., & Tsarenko, Y.
Venue
International Journal of Hospitality Management
Publisher
Elsevier BV
Published
2020-05
Volume
87
Pages
102501
ISSN
0278-4319 (ISSN-L)
DOI
10.1016/j.ijhm.2020.102501
OpenAlex
W3010513208
Cited by
189
References
13
FWCI
24.65
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? https://app.cochat.ai/papers/10.1016/j.ijhm.2020.102501
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Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident? International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2020.102501

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.