{"id":"https://openalex.org/W4409341332","doi":"https://doi.org/10.1080/10447318.2025.2486434","title":"When Does an AI Outperform a Human in Service Recovery? A Comparison Between Two Compensation Strategies","display_name":"When Does an AI Outperform a Human in Service Recovery? A Comparison Between Two Compensation Strategies","publication_year":2025,"publication_date":"2025-04-10","ids":{"openalex":"https://openalex.org/W4409341332","doi":"https://doi.org/10.1080/10447318.2025.2486434"},"language":"en","primary_location":{"id":"doi:10.1080/10447318.2025.2486434","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10447318.2025.2486434","pdf_url":null,"source":{"id":"https://openalex.org/S165559636","display_name":"International Journal of Human-Computer Interaction","issn_l":"1044-7318","issn":["1044-7318","1532-7590"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Human\u2013Computer Interaction","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5102948697","display_name":"Tang Yao","orcid":"https://orcid.org/0000-0002-4218-240X"},"institutions":[{"id":"https://openalex.org/I82880672","display_name":"Beihang University","ror":"https://ror.org/00wk2mp56","country_code":"CN","type":"education","lineage":["https://openalex.org/I82880672"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Tang Yao","raw_affiliation_strings":["Key Laboratory of Complex System Analysis and Management Decision, Ministry of Education","School of Economics and Management, Beihang University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Key Laboratory of Complex System Analysis and Management Decision, Ministry of Education","institution_ids":[]},{"raw_affiliation_string":"School of Economics and Management, Beihang University","institution_ids":["https://openalex.org/I82880672"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Hanyue Xue","orcid":null},"institutions":[{"id":"https://openalex.org/I82880672","display_name":"Beihang University","ror":"https://ror.org/00wk2mp56","country_code":"CN","type":"education","lineage":["https://openalex.org/I82880672"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Hanyue Xue","raw_affiliation_strings":["School of Economics and Management, Beihang University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beihang University","institution_ids":["https://openalex.org/I82880672"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Weiqun Xiao","orcid":null},"institutions":[{"id":"https://openalex.org/I176432857","display_name":"Beijing Wuzi University","ror":"https://ror.org/00bd1d647","country_code":"CN","type":"education","lineage":["https://openalex.org/I176432857"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Weiqun Xiao","raw_affiliation_strings":["Business School, Beijing Wuzi University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Business School, Beijing Wuzi University","institution_ids":["https://openalex.org/I176432857"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101770028","display_name":"Qi Qiu","orcid":"https://orcid.org/0000-0003-0860-2260"},"institutions":[{"id":"https://openalex.org/I4210165529","display_name":"University of Business and Technology","ror":"https://ror.org/05tcr1n44","country_code":"SA","type":"education","lineage":["https://openalex.org/I4210165529"]},{"id":"https://openalex.org/I90259746","display_name":"Capital University of Economics and Business","ror":"https://ror.org/01r5sf951","country_code":"CN","type":"education","lineage":["https://openalex.org/I90259746"]},{"id":"https://openalex.org/I931278978","display_name":"College of Business Administration","ror":"https://ror.org/03x1zq178","country_code":"LV","type":"education","lineage":["https://openalex.org/I931278978"]}],"countries":["CN","LV","SA"],"is_corresponding":false,"raw_author_name":"Qi Qiu","raw_affiliation_strings":["College of Business Administration, Capital University of Economics and Business"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Administration, Capital University of Economics and Business","institution_ids":["https://openalex.org/I90259746","https://openalex.org/I931278978","https://openalex.org/I4210165529"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I176432857"],"apc_list":null,"apc_paid":null,"fwci":6.8686,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.96263802,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"41","issue":"23","first_page":"14643","last_page":"14656"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13927","display_name":"Cyberloafing and Workplace Behavior","score":0.9230999946594238,"subfield":{"id":"https://openalex.org/subfields/3317","display_name":"Demography"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9045000076293945,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/compensation","display_name":"Compensation (psychology)","score":0.6553924083709717},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4595765769481659},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.45664992928504944},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.3895968794822693},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.36863741278648376},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22486573457717896},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.1975668966770172},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.10527893900871277}],"concepts":[{"id":"https://openalex.org/C2780023022","wikidata":"https://www.wikidata.org/wiki/Q1338171","display_name":"Compensation (psychology)","level":2,"score":0.6553924083709717},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4595765769481659},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.45664992928504944},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3895968794822693},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.36863741278648376},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22486573457717896},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1975668966770172},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.10527893900871277}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10447318.2025.2486434","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10447318.2025.2486434","pdf_url":null,"source":{"id":"https://openalex.org/S165559636","display_name":"International Journal of Human-Computer Interaction","issn_l":"1044-7318","issn":["1044-7318","1532-7590"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Human\u2013Computer Interaction","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G1107827696","display_name":null,"funder_award_id":"21YJC630156","funder_id":"https://openalex.org/F4320335982","funder_display_name":"Humanities and Social Science Fund of Ministry of Education of China"},{"id":"https://openalex.org/G1418907866","display_name":null,"funder_award_id":"72372004","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G4990228087","display_name":null,"funder_award_id":"72204021","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"}],"funders":[{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320335982","display_name":"Humanities and Social Science Fund of Ministry of Education of China","ror":null}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":69,"referenced_works":["https://openalex.org/W578597219","https://openalex.org/W1113986815","https://openalex.org/W1494271651","https://openalex.org/W1518839662","https://openalex.org/W1556715623","https://openalex.org/W1591806103","https://openalex.org/W1849190772","https://openalex.org/W1853322427","https://openalex.org/W1966482890","https://openalex.org/W1970718009","https://openalex.org/W1988487435","https://openalex.org/W2007220885","https://openalex.org/W2021606694","https://openalex.org/W2030063535","https://openalex.org/W2035289894","https://openalex.org/W2038343491","https://openalex.org/W2050239198","https://openalex.org/W2051226867","https://openalex.org/W2051289315","https://openalex.org/W2061742916","https://openalex.org/W2084735543","https://openalex.org/W2085635325","https://openalex.org/W2120523603","https://openalex.org/W2132351260","https://openalex.org/W2134941912","https://openalex.org/W2148646703","https://openalex.org/W2153270679","https://openalex.org/W2167800778","https://openalex.org/W2173148346","https://openalex.org/W2783539613","https://openalex.org/W2786141192","https://openalex.org/W2794462157","https://openalex.org/W2894528744","https://openalex.org/W2961720344","https://openalex.org/W2964167195","https://openalex.org/W2991493714","https://openalex.org/W2997468044","https://openalex.org/W2999375273","https://openalex.org/W3002137173","https://openalex.org/W3008828973","https://openalex.org/W3009515248","https://openalex.org/W3010513208","https://openalex.org/W3015869497","https://openalex.org/W3028796363","https://openalex.org/W3084130378","https://openalex.org/W3097693500","https://openalex.org/W3111208172","https://openalex.org/W3112486024","https://openalex.org/W3125710048","https://openalex.org/W3135335171","https://openalex.org/W3158018294","https://openalex.org/W3194305391","https://openalex.org/W3217717819","https://openalex.org/W4200275422","https://openalex.org/W4225781431","https://openalex.org/W4229082339","https://openalex.org/W4237011134","https://openalex.org/W4238576754","https://openalex.org/W4281625931","https://openalex.org/W4281835755","https://openalex.org/W4282835773","https://openalex.org/W4283756508","https://openalex.org/W4284966012","https://openalex.org/W4309552380","https://openalex.org/W4311111985","https://openalex.org/W4380878623","https://openalex.org/W4390051025","https://openalex.org/W7030123355","https://openalex.org/W7061849500"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W4391913857","https://openalex.org/W2358668433","https://openalex.org/W4396701345","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W4396696052"],"abstract_inverted_index":{"Artificial":[0],"intelligence":[1],"(AI)":[2],"has":[3],"been":[4],"widely":[5],"adopted":[6],"across":[7],"various":[8],"service":[9,30,33,118,130],"industries.":[10,131],"However,":[11],"consumers":[12],"often":[13],"feel":[14],"that":[15,63,93],"current":[16],"AI":[17,128],"lacks":[18],"the":[19,125],"capability":[20],"to":[21,43],"understand":[22],"emotions,":[23],"which":[24],"can":[25],"impede":[26],"its":[27],"effectiveness":[28],"in":[29,129],"recovery":[31,51,119],"following":[32],"failures.":[34],"To":[35],"explore":[36],"this":[37,80,103],"issue,":[38],"we":[39],"examine":[40],"customer":[41],"reactions":[42],"two":[44],"compensation":[45,67,86],"strategies\u2014symbolic":[46],"and":[47,58,96,120],"utilitarian\u2014provided":[48],"by":[49,72],"different":[50],"agents":[52],"(employee":[53],"vs.":[54],"AI).":[55],"A":[56],"survey":[57],"three":[59],"scenario-based":[60],"experiments":[61],"revealed":[62],"customers":[64],"prefer":[65],"symbolic":[66],"when":[68,84],"it":[69],"is":[70,87],"provided":[71],"an":[73,77],"employee":[74],"rather":[75],"than":[76],"AI.":[78],"Interestingly,":[79],"preference":[81],"gets":[82],"reversed":[83],"utilitarian":[85],"provided.":[88],"Moreover,":[89],"our":[90,115],"research":[91],"verified":[92],"perceived":[94,97],"empathy":[95],"fairness":[98],"serve":[99],"as":[100,109],"mediators":[101],"for":[102,124],"effect,":[104],"while":[105],"failure":[106],"attribution":[107],"acts":[108],"a":[110],"moderator.":[111],"These":[112],"findings":[113],"enhance":[114],"understanding":[116],"of":[117,127],"offer":[121],"important":[122],"implications":[123],"integration":[126]},"counts_by_year":[{"year":2026,"cited_by_count":4}],"updated_date":"2026-06-14T06:11:07.267592","created_date":"2025-10-10T00:00:00"}
