{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,10]],"date-time":"2026-07-10T04:23:37Z","timestamp":1783657417423,"version":"3.55.0"},"reference-count":114,"publisher":"Emerald","issue":"12","license":[{"start":{"date-parts":[[2023,9,22]],"date-time":"2023-09-22T00:00:00Z","timestamp":1695340800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2023,12,4]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Three scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Non-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-10-2022-0642","type":"journal-article","created":{"date-parts":[[2023,9,20]],"date-time":"2023-09-20T01:25:37Z","timestamp":1695173137000},"page":"2949-2975","source":"Crossref","is-referenced-by-count":26,"title":["I can feel AI failure: the impact of\u00a0service failure type and failure assessment on customer recovery expectation"],"prefix":"10.1108","volume":"123","author":[{"given":"Mengmeng","family":"Song","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Xinyu","family":"Xing","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Yucong","family":"Duan","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6497-9105","authenticated-orcid":false,"given":"Jian","family":"Mou","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2023,9,22]]},"reference":[{"issue":"2","key":"key2023120405531856500_ref001","doi-asserted-by":"crossref","first-page":"427","DOI":"10.1007\/s12525-020-00414-7","article-title":"AI-based chatbots in customer service and their effects on user compliance","volume":"31","year":"2021","journal-title":"Electronic Markets"},{"key":"key2023120405531856500_ref002","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1016\/j.jhtm.2019.03.004","article-title":"Predictors and outcomes of consumer deception in hotel reviews: the roles of reviewer type and attribution of service failure","volume":"39","year":"2019","journal-title":"Journal of Hospitality and Tourism Management"},{"key":"key2023120405531856500_ref003","first-page":"263","article-title":"Social information services: a service oriented analysis of social media","year":"2018"},{"issue":"2","key":"key2023120405531856500_ref004","doi-asserted-by":"crossref","first-page":"577","DOI":"10.1108\/ITP-07-2020-0455","article-title":"Is this real? 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