Hospitality service failures: Who will be more dissatisfied?

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The effects of hotel attribute performance on electronic word-of-mouth (eWOM) behaviors (2019, background): “Many studies have empirically shown that scenario-based methods are good ways of assessing service quality and customer satisfaction in the hospitality field (Chan et al., 2007; Collie et al., 2000; Slevitch and Oh, 2010).”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “In contrast, a process failure involves interpersonal quality and social/psychological factors, thus resulting in a loss of social resources (e.g., status, esteem; Chan, Wan, and Sin 2007; DeWitt and Brady 2003; A. K. Smith, Bolton, and Wagner 1999).”