# Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

> Research article (Journal of service management, 2020) · cited 291× · AI/ML

**Wikidata**: [openalex:W3002137173](https://www.wikidata.org/wiki/openalex:W3002137173)  
**Source**: https://4ort.xyz/entity/robots-or-frontline-employees-exploring-customers-attributions-of-responsibility-and-stability-after-service-failure-or-