Service Robot Failures’ Effect on Employees and Customers in Hospitality
Published online on March 04, 2026
Abstract
Cornell Hospitality Quarterly, Ahead of Print.
This study investigates how service robot failures influence employee attitudes and behaviors, and how these employee responses subsequently affect customer satisfaction in the hospitality industry. Drawing on the Job Demands-Resources (JD-R) model, the ...
This study investigates how service robot failures influence employee attitudes and behaviors, and how these employee responses subsequently affect customer satisfaction in the hospitality industry. Drawing on the Job Demands-Resources (JD-R) model, the ...