Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention

作者：

Highlights：

• Artificial intelligence must perform service recovery independently.

• Activating customer emotional response is important.

• Empathic response is effective in artificial intelligence service recovery.

• Psychological distance and trust are the continuous intermediary mechanism.

• Multisensory interaction modality enhanced the effect of empathic response.

摘要

•Artificial intelligence must perform service recovery independently.•Activating customer emotional response is important.•Empathic response is effective in artificial intelligence service recovery.•Psychological distance and trust are the continuous intermediary mechanism.•Multisensory interaction modality enhanced the effect of empathic response.

论文关键词：Artificial intelligence (AI),Emotional intelligence,Service recovery,Empathy,Continuous usage intention

论文评审过程：Received 8 March 2021, Revised 23 July 2021, Accepted 21 August 2021, Available online 21 August 2021, Version of Record 23 August 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.106993