When and How Does Generative AI Outperform Human Agents in Service Recovery?
Hesam Olya; Amin Nazifi; Babak Taheri; Huaiyu Li · 2026 · Psychology & Marketing
WASTE classifies this as Negative / Null Result Report · AI classification, approximate
The study found no significant effect — useful as a negative control or null benchmark for your own design.
Abstract (excerpt)
ABSTRACT Exploring the potential of Artificial Intelligence (AI) in service failure and recovery (SFR) remains a growing area of research. However, understanding how generative AI (GenAI) performs in SFR remains unknown. Using a…
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Metadata source: Crossref · DOI 10.1002/mar.70159