Innovation and Tradition: Customers and GenAI in Service Recovery

This study delves into the dynamics among customers and GenAI in services focusing on service failure recovery. It reveals that customers accept GenAI’s apologies and how such apologies resemble/differ from human apologies. It also offers a model of an apology that companies can use based on the severity of the situation. Finally, the study provides tactics for service providers to enhance GenAI-driven service recovery.