Research Status and Thinking of Service Failure and Service Recovery of Service Robot

Abstract

With the development of intelligent technology, service robots have appeared in various service first-line environments, and consumers will inevitably encounter service failure of service robots. This paper analyzes the types of service failure by combing the relevant literature on service failure and service recovery, and based on the social cognitive theory, clarifies the remedial measures that should be taken after service robot fails. It is found that after process failure, the service robot makes emotional response such as apology or empathy, the service recovery effect is better; When the result fails, the service robot makes rational response such as explanation, the consumer's attitude is more positive. The research results provide practical enlightenment for enterprises to carry out service recovery.