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It’s the robot’s fault: how does the anthropomorphism of service robots impact employee engagement in service recovery?

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Title: It’s the robot’s fault: how does the anthropomorphism of service robots impact employee engagement in service recovery?
Authors: Liu, Dewen1 (AUTHOR), Wang, Haoding2 (AUTHOR) wanghaoding@zufe.edu.cn, Liu, Yingjia1 (AUTHOR), Gao, Yuan (Mason)3 (AUTHOR), Pancho, Martin4 (AUTHOR)
Source: Journal of Hospitality Marketing & Management. Jun2026, p1-33. 33p. 7 Illustrations.
Database: Business Source Ultimate
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  Availability: 0
Header DbId: bsu
DbLabel: Business Source Ultimate
An: 194444655
AccessLevel: 2
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
IllustrationInfo
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  Data: <searchLink fieldCode="AR" term="%22Liu%2C+Dewen%22">Liu, Dewen</searchLink><relatesTo>1</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Wang%2C+Haoding%22">Wang, Haoding</searchLink><relatesTo>2</relatesTo> (AUTHOR)<i> wanghaoding@zufe.edu.cn</i><br /><searchLink fieldCode="AR" term="%22Liu%2C+Yingjia%22">Liu, Yingjia</searchLink><relatesTo>1</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Gao%2C+Yuan+%28Mason%29%22">Gao, Yuan (Mason)</searchLink><relatesTo>3</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Pancho%2C+Martin%22">Pancho, Martin</searchLink><relatesTo>4</relatesTo> (AUTHOR)
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  Data: <searchLink fieldCode="JN" term="%22Journal+of+Hospitality+Marketing+%26+Management%22">Journal of Hospitality Marketing & Management</searchLink>. Jun2026, p1-33. 33p. 7 Illustrations.
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=bsu&AN=194444655
RecordInfo BibRecord:
  BibEntity:
    Identifiers:
      – Type: doi
        Value: 10.1080/19368623.2026.2684023
    Languages:
      – Code: eng
        Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 33
        StartPage: 1
    Titles:
      – TitleFull: It’s the robot’s fault: how does the anthropomorphism of service robots impact employee engagement in service recovery?
        Type: main
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      – PersonEntity:
          Name:
            NameFull: Liu, Dewen
      – PersonEntity:
          Name:
            NameFull: Wang, Haoding
      – PersonEntity:
          Name:
            NameFull: Liu, Yingjia
      – PersonEntity:
          Name:
            NameFull: Gao, Yuan (Mason)
      – PersonEntity:
          Name:
            NameFull: Pancho, Martin
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      – BibEntity:
          Dates:
            – D: 12
              M: 06
              Text: Jun2026
              Type: published
              Y: 2026
          Identifiers:
            – Type: issn-print
              Value: 19368623
          Titles:
            – TitleFull: Journal of Hospitality Marketing & Management
              Type: main
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