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Human vs. robot service provider agents in service failures: comparing customer dissatisfaction and the mediating role of forgiveness and service recovery expectation

Crossref DOI link: https://doi.org/10.1007/s40558-025-00314-6

Published Online: 2025-02-18

Published Print: 2025-06

Update policy: https://doi.org/10.1007/springer_crossmark_policy

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