@article{article, title  = {{When and How Does Generative AI Outperform Human Agents in Service Recovery?}},

 publisher = {{Wiley}},

 url = {{https://doi.org/10.1002/mar.70159 }},

 year = {{2026}},

 month = {{5}},

 author = {{Olya H and Nazifi A and Taheri B and Li H}},

 doi = {{10.1002/mar.70159}},

 journal = {{Psychology & Marketing}},

 note = {{Accessed on 2026/05/14}}}