Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
作者：
Highlights：
• When service fails, people attribute less responsibility toward a service provider if it is a robot rather than a human.
• People perceive a robot service provider to have less control over a service outcome than a human service provider.
• People attribute more blame toward a service firm when a robot delivers a failed service than when a human does.
摘要
•When service fails, people attribute less responsibility toward a service provider if it is a robot rather than a human.•People perceive a robot service provider to have less control over a service outcome than a human service provider.•People attribute more blame toward a service firm when a robot delivers a failed service than when a human does.
论文关键词：Service robot,Service failure,Attribution theory,Controllability,Human-robot interaction
论文评审过程：Received 10 January 2020, Revised 3 August 2020, Accepted 5 August 2020, Available online 11 August 2020, Version of Record 21 August 2020.
论文官网地址：https://doi.org/10.1016/j.chb.2020.106520
