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OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!

If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.

Requested Article:

How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context
Yaou Hu, Hyounae Min, Na Su
Journal of Hospitality & Tourism Research (2021) Vol. 45, Iss. 6, pp. 1022-1043
Closed Access | Times Cited: 84

Showing 1-25 of 84 citing articles:

Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention
Meng­meng Song, Xinyu Xing, Yucong Duan, et al.
Journal of Retailing and Consumer Services (2022) Vol. 66, pp. 102900-102900
Closed Access | Times Cited: 207
Artificial intelligence-enabled personalization in interactive marketing: a customer journey perspective
Youjiang Gao, Hongfei Liu
Journal of Research in Interactive Marketing (2022) Vol. 17, Iss. 5, pp. 663-680
Open Access | Times Cited: 116
AI is better when I'm sure: The influence of certainty of needs on consumers' acceptance of AI chatbots
Yimin Zhu, Jiemin Zhang, Jifei Wu, et al.
Journal of Business Research (2022) Vol. 150, pp. 642-652
Closed Access | Times Cited: 76
The dark side of artificial intelligence in service: The “watching-eye” effect and privacy concerns
Yaou Hu, Hyounae Min
International Journal of Hospitality Management (2023) Vol. 110, pp. 103437-103437
Closed Access | Times Cited: 61
Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory
Meng­meng Song, Huixian Zhang, Xinyu Xing, et al.
Journal of Retailing and Consumer Services (2023) Vol. 73, pp. 103323-103323
Closed Access | Times Cited: 57
Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment
Na Cai, Jeakang Heo, Jinzhe Yan
Acta Psychologica (2025) Vol. 253, pp. 104707-104707
Closed Access | Times Cited: 2
The impact of service robots in retail: Exploring the effect of novelty priming on consumer behavior
Yawei Wang, Qi Kang, Shoujiang Zhou, et al.
Journal of Retailing and Consumer Services (2022) Vol. 68, pp. 103002-103002
Closed Access | Times Cited: 63
Exploring key factors influencing customer behavioral intention in robot restaurants
Xinhua Guan, Jinhong Gong, Mingjie Li, et al.
International Journal of Contemporary Hospitality Management (2021) Vol. 34, Iss. 9, pp. 3482-3501
Closed Access | Times Cited: 61
Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
Meng­meng Song, Jingzhe Du, Xinyu Xing, et al.
Electronic Commerce Research and Applications (2022) Vol. 55, pp. 101199-101199
Closed Access | Times Cited: 46
The impact of service principal (service robot vs. human staff) on service quality: The mediating role of service principal attribute
Shengliang Zhang, Zhenran Hu, Xiaodong Li, et al.
Journal of Hospitality and Tourism Management (2022) Vol. 52, pp. 170-183
Closed Access | Times Cited: 45
A natural apology is sincere: Understanding chatbots' performance in symbolic recovery
Jiemin Zhang, Yimin Zhu, Jifei Wu, et al.
International Journal of Hospitality Management (2022) Vol. 108, pp. 103387-103387
Closed Access | Times Cited: 39
How do consumers react to chatbots' humorous emojis in service failures
Dewen Liu, Yiliang Lv, Weidong Huang
Technology in Society (2023) Vol. 73, pp. 102244-102244
Closed Access | Times Cited: 37
The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions
Hyunsu Kim, Kevin Kam Fung So
International Journal of Hospitality Management (2023) Vol. 111, pp. 103457-103457
Closed Access | Times Cited: 32
Examining the impact of service robot communication styles on customer intimacy following service failure
Junsung Park, Joon Woo Yoo, Young-Ju Cho, et al.
Journal of Retailing and Consumer Services (2023) Vol. 75, pp. 103511-103511
Closed Access | Times Cited: 32
The blame shift: Robot service failures hold service firms more accountable
Yuhosua Ryoo, Yongwoog Andrew Jeon, WooJin Kim
Journal of Business Research (2023) Vol. 171, pp. 114360-114360
Closed Access | Times Cited: 28
Who did what and when? The effect of chatbots’ service recovery on customer satisfaction and revisit intention
Yimin Zhu, Jiemin Zhang, Jifei Wu
Journal of Hospitality and Tourism Technology (2023) Vol. 14, Iss. 3, pp. 416-429
Closed Access | Times Cited: 26
Cross-segment validation of customer support for AI-based service robots at luxury, fine-dining, casual, and quick-service restaurants
Yao‐Chin Wang, Avraam Papastathopoulos
International Journal of Contemporary Hospitality Management (2023) Vol. 36, Iss. 6, pp. 1744-1765
Closed Access | Times Cited: 26
Trust and forgiveness in service: effects of single and double deviations with human and robot staff
Janelle Chan, YooHee Hwang
Asia Pacific Journal of Tourism Research (2025), pp. 1-14
Closed Access | Times Cited: 1
Robots make me feel more like a human! Investigating how employee-robot engagement reduces workplace depersonalization
Xin Liu, Lu Zhang, Zhibin Lin, et al.
Tourism Management (2025) Vol. 109, pp. 105149-105149
Closed Access | Times Cited: 1
Paying for robotic errors: exploring the relationship between robot service failure stressors, emotional labor and recovery work engagement
Xin Liu, Lu Zhang, Michael S. Lin, et al.
International Journal of Contemporary Hospitality Management (2025)
Closed Access | Times Cited: 1
An improvement or a gimmick? The importance of user perceived values, previous experience, and industry context in human–robot service interaction
Yaou Hu
Journal of Destination Marketing & Management (2021) Vol. 21, pp. 100645-100645
Closed Access | Times Cited: 45
How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style
Kaiyu Wang, Wen‐Hai Chih, Andreawan Honora
International Journal of Information Management (2022) Vol. 69, pp. 102618-102618
Closed Access | Times Cited: 38
Humor type and service context shape AI service recovery
Juan Liu, Xing’an Xu
Annals of Tourism Research (2023) Vol. 103, pp. 103668-103668
Closed Access | Times Cited: 18
The theory of mind and human–robot trust repair
Connor Esterwood, Lionel Robert
Scientific Reports (2023) Vol. 13, Iss. 1
Open Access | Times Cited: 17
Robot service failure and recovery: Literature review and future directions
Dewen Liu, Changfei Li, Jieqiong Zhang, et al.
International Journal of Advanced Robotic Systems (2023) Vol. 20, Iss. 4
Open Access | Times Cited: 17
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