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The Service Industries Journal Volume 41, 2021 - Issue 13-14: Automated Forms of Interaction in Services: Current Trends, Benefits and Challenges
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When AI-based services fail: examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures

当基于人工智能的服务失败时：检查自我概念-人工智能联结对服务失败后分享负面口碑的意愿的影响

Bo Huanga Department of Marketing, HEC Montréal, Montréal, CanadaCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0003-4032-1397
ORCID Icon &
Matthew Philpb Ted Rogers School of Management, Ryerson University, Toronto, Canada
Pages 877-899 | Received 04 Nov 2019, Accepted 23 Mar 2020, Published online: 07 Apr 2020

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Wee-Kheng Tan & Wei-Hung Chen. (2024) How potential customers perceive companies’ reply to negative reviews?. The Service Industries Journal 44:3-4, pages 288-316.
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Chi-Cheng Luan, Hoa PhamThi & Nellie Ulysses. (2023) A company-CSR fit as antecedents of organic cosmetic product purchase intention, the buffering effect of CSR belief: a moderating role of health consciousness. The International Review of Retail, Distribution and Consumer Research 0:0, pages 1-25.
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Bo Huang & Sylvain Sénécal. (2023) How should voice assistants be heard? The mitigating effect of verbal and vocal warmth in voice assistant service failure. The Service Industries Journal 43:11-12, pages 806-826.
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Ashish Viswanath Prakash, Arun Joshi, Shubhi Nim & Saini Das. (2023) Determinants and consequences of trust in AI-based customer service chatbots. The Service Industries Journal 43:9-10, pages 642-675.
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Anshu Suri, Bo Huang & Sylvain Sénécal. (2023) This Product Seems Better Now: How Social Media Influencers’ Opinions Impact Consumers’ Post-failure Responses. International Journal of Electronic Commerce 27:3, pages 297-323.
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Kentaro Watanabe & Bach Quang Ho. (2023) Avatar-mediated service encounters: impacts and research agenda. The Service Industries Journal 43:3-4, pages 134-153.
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Linxiang Lv, Minxue Huang & Ruyao Huang. (2023) Anthropomorphize service robots: the role of human nature traits. The Service Industries Journal 43:3-4, pages 213-237.
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Yun-na Park & Taeshik Gong. (2023) Curvilinear relationship between customer engagement and responses to service failures. The Service Industries Journal 0:0, pages 1-27.
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Yen-Ting Helena Chiu & Dung Minh Nguyen. (2022) Service failure and self-recovery in tech-based services: self-determination theory perspective. The Service Industries Journal 42:13-14, pages 1075-1100.
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Minwoo Lee, Young Ho Song, Lin Li, Kyung Young Lee & Sung-Byung Yang. (2022) Detecting fake reviews with supervised machine learning algorithms. The Service Industries Journal 42:13-14, pages 1101-1121.
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Ran Huang & Sejin Ha. (2022) How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? (In)civility in advocates’ responses and complainant-bystander psychological distance. The Service Industries Journal 0:0, pages 1-24.
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Jay Kandampully, Anil Bilgihan & Daisy K. Li. (2022) Unifying technology and people: revisiting service in a digitally transformed world. The Service Industries Journal 42:1-2, pages 21-41.
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Carlos Flavián & Luis V. Casaló. (2021) Artificial intelligence in services: current trends, benefits and challenges. The Service Industries Journal 41:13-14, pages 853-859.
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Vanja Vitezić & Marko Perić. (2021) Artificial intelligence acceptance in services: connecting with Generation Z. The Service Industries Journal 41:13-14, pages 926-946.
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