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• W4280498892 abstract "Self-serving bias tends to lead customers to attribute ideal outcomes to themselves while blaming external factors for non-ideal outcomes. This attribution process complicates the current service configuration owing to service increasingly incorporating automated or semi-automated processes where the traditional human services are replaced or reduced. This research provides insights into how such changing service dynamics may impact restaurant customers' attribution behavior. By utilizing a 2 × 3 between-subject scenario-based experimental design, this study shows that restaurant service types (automated, employee, and semi-automated services) and service outcomes (with and without service failure) influence consumer attribution and subsequent service satisfaction. This study allows a better understanding of how customers perceive a service failure and the absence of service failure when such services interface with technology-enabled hospitality configurations." @default.
• W4280498892 created "2022-05-22" @default.
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• W4280498892 date "2022-07-01" @default.
• W4280498892 modified "2023-10-17" @default.
• W4280498892 title "Automated, human, or semi-automated service in restaurants? An investigation of technology-enabled service designs and customer attribution" @default.
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• W4280498892 doi "https://doi.org/10.1016/j.ijhm.2022.103217" @default.
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