{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,18]],"date-time":"2026-05-18T18:08:47Z","timestamp":1779127727724,"version":"3.51.4"},"reference-count":48,"publisher":"Frontiers Media SA","license":[{"start":{"date-parts":[[2025,6,30]],"date-time":"2025-06-30T00:00:00Z","timestamp":1751241600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["frontiersin.org"],"crossmark-restriction":true},"short-container-title":["Front. Robot. AI"],"abstract":"<jats:p>As intelligent robots are widely applied in people\u2019s work and daily life, intelligent robot service failures have drawn more attention from academics and practitioners. Under the scenarios of intelligent robot service failures, most existing studies focus on service providers\u2019 remedies for the failures and customers\u2019 psychological responses to such failures. However, few have systematically explored the impacts of intelligent robot service failures on customers and their internal psychological mechanisms. This paper adopts the framework of mind perception theory to systematically categorize the types of intelligent robot service failures and explores their impact on customer responses from the dimensions of agency and experience. By constructing a theoretical framework to analyze the effects of intelligent robot services on customers, it provides valuable theoretical insights for scholars in the field of intelligent marketing and sheds light on the psychological mechanisms of customers under intelligent robot service failure scenarios.<\/jats:p>","DOI":"10.3389\/frobt.2025.1581083","type":"journal-article","created":{"date-parts":[[2025,6,30]],"date-time":"2025-06-30T04:10:20Z","timestamp":1751256620000},"update-policy":"https:\/\/doi.org\/10.3389\/crossmark-policy","source":"Crossref","is-referenced-by-count":3,"title":["The impact of intelligent robot service failures on customer responses --a perspective based on mind perception theory"],"prefix":"10.3389","volume":"12","author":[{"given":"Mengting","family":"Gong","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Aimei","family":"Li","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Junwei","family":"Zhang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1965","published-online":{"date-parts":[[2025,6,30]]},"reference":[{"key":"B1","doi-asserted-by":"publisher","first-page":"274","DOI":"10.1016\/j.chb.2019.07.031","article-title":"The uncanny of mind in a machine: humanoid robots as tools, agents, and experiencers","volume":"102","author":"Appel","year":"2020","journal-title":"Comput. 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