A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes

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Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes (2017, background): “Differences in blame attributions can help predict customers’ reactions to service failures and the resulting differential outcomes (Van Vaerenbergh et al. 2014).”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, methodology): “These findings provide important insights with respect to how service firms can enhance service recovery satisfaction in human-robot-collaborated service encounters (Rafaeli et al. 2017; Van Vaerenbergh et al. 2019).”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Automated agents constitute an entirely new field of research within the domain of service technology (Van Doorn et al., 2017; Belanche et al., 2019).”
Factors Influencing the Acceptance of Self-Service Technologies (2016, methodology): “We also included four dummy variables to represent each variable that correlated with one of the predictors (e.g., ease of use; van Vaerenbergh et al. 2014).”