REVIEW article
Front. Robot. AI
Sec. Human-Robot Interaction
Volume 12 - 2025 | doi: 10.3389/frobt.2025.1581083
The Impact of Intelligent Robot Service Failures on Customer Responses --A Perspective Based on Mind Perception Theory
Provisionally accepted
- 1Guangdong Mechanical & Electrical Polytechnic, Guangzhou, China
- 2Jinan University, Guangzhou, Guangdong Province, China
- 3Guangdong Post and Telecommunications Talent Service Co., Ltd, Guangzhou, China
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As intelligent robots are widely applied in people's 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' remedies for the failures and customers' 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.
Keywords: intelligent robot service failure, mind perception theory, agency, experience, Customer response
Received: 26 Feb 2025; Accepted: 28 May 2025.
Copyright: © 2025 Gong, LI and Zhang. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
* Correspondence: Mengting Gong, Guangdong Mechanical & Electrical Polytechnic, Guangzhou, China
Disclaimer: All claims expressed in this article are solely those of the authors and do not necessarily represent those of their affiliated organizations, or those of the publisher, the editors and the reviewers. Any product that may be evaluated in this article or claim that may be made by its manufacturer is not guaranteed or endorsed by the publisher.