With service robots becoming an integral part of service encounters in the tourism and hospitality industry, understanding their role in proactive recovery after service failures is crucial. This study investigates the impact of service robot proactive recovery (vs. reactive recovery) on customer forgiveness, examining the mediating mechanisms and boundary conditions. Four experiments reveal that, following a service robot failure, proactive recovery (vs. reactive recovery) significantly enhances customer forgiveness, with perceived sincerity serving as a mediator. However, the positive effects of robot proactive recovery are observed only when failures are robot-induced or in non-secret consumption contexts. In contrast, no significant differences in customer forgiveness are found between proactive and reactive recovery in cases of customer-caused failures or in secret consumption contexts. This research contributes to the growing literature on service proactivity in the tourism and hospitality industry, providing practical insights for hospitality on how to tailor recovery strategies.

中文翻译：

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从失败到宽恕：酒店业服务机器人的主动恢复策略

随着服务机器人成为旅游和酒店业服务遇到不可或缺的一部分，了解它们在服务故障后主动恢复中的作用至关重要。本研究调查了服务机器人主动恢复（相对于被动恢复）对客户宽恕度的影响，研究了中介机制和边界条件。四项实验表明，在服务机器人发生故障后，主动恢复（相对于被动恢复）会显著提高客户宽恕率，感知到的诚意可以作为中介。但是，只有当故障是由机器人引起的或在非秘密消费环境中时，才能观察到机器人主动恢复的积极影响。相比之下，在客户造成的故障或秘密消费情况下，主动恢复和被动恢复在客户容忍度方面没有发现显著差异。这项研究有助于越来越多的关于旅游和酒店业服务主动性的文献，为酒店业如何定制恢复策略提供实用见解。