Abstract As artificial intelligent technologies have been increasingly applied in tourism and hospitality industry, the service failure caused by artificial intelligence assistant and how to recover them are worth empirical studying. Laboratory experiments were employed to test the impact of cuteness in service failure, with effective manipulation of cute appearance, cute voice and cute language style of artificial intelligence assistant. By utilizing three studies with seven experiments, this research demonstrated the positive effect of cuteness design of artificial intelligence assistant on customer tolerance of service failure and further revealed the two mediating paths (tenderness and performance expectancy) as well as the boundary (failure severity and time pressure) of the cuteness effect. These findings contribute to the knowledge on artificial intelligent assistant service and provide insight for cute design using in tourism and hospitality industry.

中文翻译：

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可爱的人工智能助手能否缓和打击？可爱度对客户对助理服务失败容忍度的影响

摘要 随着人工智能技术在旅游和酒店业的应用越来越广泛，人工智能助手导致的服务失败及其恢复方法值得实证研究。通过实验室实验来测试可爱对服务失败的影响，有效操纵人工智能助手的可爱外表、可爱的声音和可爱的语言风格。本研究通过三项研究和七项实验，论证了人工智能助手的可爱设计对客户对服务失败的容忍度的积极影响，并进一步揭示了两条中介路径（温柔和绩效预期）以及边界（失败严重程度和时间）压力）的可爱效果。