How Service Recovery of Smart Speaker Impacts Experiential Value in the Social Customer Journey? The Moderation of Product Types

This research centers on service recovery and seeks to investigate how service recovery influences the experiential value following the social customer shopping journey. A total of 243 valid questionnaires were gathered through online questionnaires and pre-recorded interactive videos of the experiment. Participants were prompted to immerse themselves in the scenario and respond to subsequent inquiries. The research revealed varying experience values of service recovery based on different product types in instances where a smart speaker encounters a service failure.