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<p>Grounded in attribution theory, this study examines how robotic empathy influences customers’ motive attributions and continued usage intention. We conducted a scenario-based experiment (<i>N</i> = 347) and a field survey of hotel guests (<i>N</i> = 216). Across studies, high-empathy responses enhance service enhancement attributions and reduce cost reduction attributions, thereby strengthening continued usage intention. Neuroticism further moderated these attribution processes, such that high-neuroticism consumers were more likely to infer cost reduction motives under low empathy, whereas this tendency weakened when empathy was high. This study answers prior calls for research and provides important practical implications.</p>

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Service enhancement or cost reduction? Motive attribution explains how empathy affects continued usage after robot service failures

  • 期刊论文

  • 发表日期：

    2026年2月26日

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  • Chunhao Ma,
  • Dewen Liu,
  • Xutao Cai,
  • Dong Yang

摘要

Grounded in attribution theory, this study examines how robotic empathy influences customers’ motive attributions and continued usage intention. We conducted a scenario-based experiment (N = 347) and a field survey of hotel guests (N = 216). Across studies, high-empathy responses enhance service enhancement attributions and reduce cost reduction attributions, thereby strengthening continued usage intention. Neuroticism further moderated these attribution processes, such that high-neuroticism consumers were more likely to infer cost reduction motives under low empathy, whereas this tendency weakened when empathy was high. This study answers prior calls for research and provides important practical implications.