机器人服务失败和补救研究进展与述评

The Literature Review and Comment of Robot Service Failure and Service Recovery

通过文献回顾的方法,系统梳理人工智能机器人服务失败的概念、维度、消费者反应和补救策略的相关研究。研究发现:现有研究对机器人服务失败的概念和维度主要沿用人际服务互动中的相关概念。机器人服务失败对消费者的结果影响包括:情绪和认知,负面态度,失败归因以及行为和行动。同时,机器人服务失败的补救策略可分为言语补救策略和人工干预策略两大类。基于此,未来学者可以从深挖机器人服务失败的独特性,消费者对机器人失败反应的心理机制探寻,机器人服务失败的独到补救策略,机器人服务失败和补救的演化研究以及进行多种方法混合的互补研究等五个方面进一步拓展机器人服务失败的相关研究。

A literature review approach was used to systematically sort out studies related to the concept,dimensions,consumer responses,and recovery strategies of AI robot service failure.It was found that the existing studies on the concept and dimensions of robot service failure mainly follow the relevant concepts in interpersonal service interactions.The outcome effects of robot service failure on consumers include:emotions and cognition,negative attitudes,failure attributions,and behaviors and actions.Meanwhile,recovery strategies for robot service failure can be divided into two categories:verbal remediation strategy and human intervention strategy.Based on above,future scholars can further expand the research related to robotic service failure in five aspects,including deepening the uniqueness of robotic service failure,exploring the psychological mechanisms of consumers'reactions to robotic failure,unique recovery strategies for robotic service failure,studying the evolution of robotic service failure and recovery,and conducting complementary research with a mixture of multiple approaches.