As service robots become more widely deployed, the risk of service failures has increased, making it crucial to understand how service enterprises can effectively recover from such failures. Drawing on role congruity theory, we explore the performance of different recovery agents across various robot failure contexts. Through three experiments, we demonstrate that customer forgiveness and satisfaction improve for process failures caused by robots when service recovery is handled by human staff or a warm robot. Conversely, recovery efforts by human staff or a competent robot boost customer forgiveness and satisfaction in response to outcome failures triggered by robots. In addition, perceived role congruity acts as a mediator in the above interaction effects. Moreover, proactive recovery moderates these effects. This study offers a nuanced understanding of service recovery by refining robot service failure and recovery agent typologies, thereby enriching research in robot service recovery.

中文翻译：

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服务机器人可以自我恢复吗？服务恢复代理和机器人服务故障类型对客户响应的影响


随着服务机器人的部署越来越广泛，服务故障的风险也随之增加，因此了解服务企业如何有效地从此类故障中恢复变得至关重要。借鉴角色一致性理论，我们探讨了不同恢复代理在各种机器人故障上下文中的性能。通过三个实验，我们证明，当服务恢复由人类员工或温暖的机器人处理时，客户对机器人导致的流程故障的宽容度和满意度会提高。相反，由人类员工或称职的机器人进行的恢复工作可以提高客户对机器人触发的结果失败的宽恕度和满意度。此外，感知到的角色一致性在上述交互效应中起中介作用。此外，主动恢复可以缓和这些影响。本研究通过提炼机器人服务故障和恢复代理类型，提供了对服务恢复的细致入微的理解，从而丰富了机器人服务恢复的研究。