Mengmeng Song, Xinyu Xing, Yucong Duan and Jian Mou
Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service…
Abstract
Purpose
Based on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.
Design/methodology/approach
Three scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.
Findings
Non-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.
Originality/value
The findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.
Details
Keywords
Yinxia Dong, Mingtian Li, Yingjun Zhang, Chun Xie and Zhongwen Pan
The purpose of this study is to modify cerium dioxide with fumaric acid (CeO2-f) to improve its compatibility and dispersibility in epoxy resin and to investigate the effect of…
Abstract
Purpose
The purpose of this study is to modify cerium dioxide with fumaric acid (CeO2-f) to improve its compatibility and dispersibility in epoxy resin and to investigate the effect of the content on the coating performance.
Design/methodology/approach
To investigate whether CeO2-f reacts with epoxy resin by ring opening, CeO2-f and epoxy resin-treated CeO2-f (Ce CeO2-f/EP) were analyzed by infrared radiation (IR), X-ray diffraction (XRD) and ultraviolet-visible diffuse reflectance spectroscopy (UV-Vis). To reveal the effect of different content on coatings properties, neutral salt spray test (NSST) and electrochemical test were performed.
Findings
The results of IR, XRD, X-ray photoelectron spectroscopy and UV-Vis indicated that fumaric acid attached to the CeO2 surface by chemical bonding and underwent a ring-opening reaction with epoxy resin, thus, improving the compatibility of CeO2 in epoxy resin. NSST and electrochemical impedance spectroscopy results showed that the coatings containing 5% CeO2-f exhibited the optimal corrosion resistance. The reason is that a dense conversion film was established on the substrate surface.
Originality/value
The epoxy coatings using CeO2-f as fillers with synergistic inhibition ability are promising for the protection of carbon steel.