SHEN, W.; WANG, Y. Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure. Journal of Marketing Development and Competitiveness, [S. l.], v. 16, n. 2, 2022. Disponível em: https://articlearchives.co/index.php/JMDC/article/view/4707. Acesso em: 21 nov. 2025.