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Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits empirical investigation. This study aims to explore how AI empathic accuracy affects customers’ satisfaction in the context of AI service recovery.

A moderated mediation model was presented to describe the effect of empathic accuracy on customer satisfaction via four scenario-based experiments.

The results reveal the positive impact of AI empathic accuracy on customer satisfaction and the mediating effects of perceived agency and perceived experience. Moreover, anthropomorphism moderates the empathic accuracy effect.

This paper expanded AI service studies by exploring the significance of empathic accuracy in customer recovery satisfaction. The results provide a novel theoretical viewpoint on retaining customers following AI service failure.

人工智能（AI）设备已越来越多地应用于旅游业和酒店业。然而, AI服务失败是不可避免的。因此, AI服务补救值得进一步实证研究。本研究探讨了AI共情准确性如何影响顾客对AI服务补救的满意度。

通过四个基于场景的实验, 提出了一个有调节的中介模型来描述共情准确性对顾客满意度的影响。

结果揭示了AI共情准确性对顾客满意度有积极影响, 感知能动性和感知感受性具有中介效应。此外, 拟人化调节了共情准确性的效应。

本文通过探讨共情准确性在顾客服务补救满意度中的作用, 拓展了AI服务研究。研究结果为AI服务失败后如何留住顾客提供了新的理论视角。

Las agentes de inteligencia artificial (IA) se aplican cada vez más en el sector del turismo y la hostelería. Sin embargo, los fallos de los servicios de IA son inevitables. Por lo tanto, la recuperación de servicios de IA merece una investigación empírica. Esta investigación explora cómo la precisión empática de la IA afecta a la satisfacción de los clientes con la recuperación del servicio de IA.

Se presentó un modelo de mediación moderado para describir el efecto de la precisión empática en la satisfacción del cliente mediante cuatro experimentos basados en escenarios.

Los resultados revelan el impacto positivo de la precisión empática de la IA en la satisfacción del cliente y los efectos mediadores de la agencia percibida y la experiencia percibida. Además, el antropomorfismo modera el efecto de la precisión empática.

Este artículo amplía los estudios sobre los servicios de IA al investigar el papel de la precisión empática en la satisfacción del cliente. Los resultados aportan un punto de vista teórico novedoso sobre la retención de clientes tras el fallo de un servicio de IA.

This research aims to examine the influence of Chief Executive Officer (CEO) dark triad traits, follower COVID-19 anxiety and self-leadership on follower evaluations of the effectiveness of organizations’ response to the COVID-19 pandemic crisis.

In this paper data were collected over two time periods. At time 1, mid-October 2021, 650 participants responded to questions on their CEO’s leadership traits and self-leadership. At time 2, (3-week lag) 275 matched individual responses provided followers’ evaluations of the effectiveness of the organization’s COVID-19 response and follower self-leadership.

CEO dark triad traits had direct and indirect negative effects on followers’ evaluations of the organization’s COVID-19 response (through COVID-19 anxiety). Follower self-leadership mitigated the negative effects.

By examining the moderating role of self-leadership, we can offer organizations evidence-based strategies to mitigate some harmful effects of leaders exhibiting dark triad traits.

Given that organizations are still dealing with the ongoing ramifications of COVID-19 and planning for future crises, our findings emphasize the negative effects of dark traits on COVID-19 anxiety, and in turn, on follower’s evaluation of effective organization response to a crisis, highlighting the importance of top-level leader selection.

Our results bolster Manz’s (1986) argument that self-leadership might be key to achieving peak performance in organizations and important for follower well-being.

This study of dark traits is especially important in a crisis context to understand how leaders affect followers’ perceptions about organizational outcomes and factors that might mediate or moderate the negative impact. Despite interest in understanding leadership during a crisis, the majority of research is focused on positive traits of leaders (Palmer et al., 2020).

This study aimed to investigate the effects of accessibility, quality perception, and price perception on consumer satisfaction with imported fruit, specifically imported Asian pears. The moderating role of the country image was also assessed.

A total of 413 Americans aged over 19 years who had purchased imported Asian pears were surveyed through an online questionnaire. Structural equation modeling and multiple group analysis were conducted to test the hypotheses.

Accessibility, quality perception, and price perception exhibited a significant impact on consumer satisfaction with imported Asian pears and influenced behavioral intention through satisfaction. Multiple group analysis results revealed a moderating effect of the country image on these relationships. Accessibility had a significant impact on consumer satisfaction of consumers with a high country image of Korea, whereas prices had no significant impact on them. In contrast, price was determined as a key satisfaction factor for consumers with a low country image of Korea, whereas accessibility did not have a significant impact.

This study contributes to the literature on imported fruits and provides practical implications for promoting the consumption of imported Asian pears in the US.