The extent of the widely demonstrated babyface effect in other disciplines remains understudied in hospitality-based service failure situations. By addressing this research gap, our pioneer study based on the stereotype content model adopts four scenario-based experiments (text and video) with results revealing that a babyfaced (vs. mature faced) service provider has a more positive effect on consumer forgiveness and recovery satisfaction. However, the babyface effect diminishes while the mature face effect increases as service failure severity increases. Furthermore, warmth or competence inference is found to play a mediating role depending on service failure severity. This paper not only extends the well-documented babyface effect into tourism and hospitality but also provides cost-effective service recovery strategies by involving service providers' facial traits.

Biqiang Liu

Yaoqi Li

Annals of Tourism Research

Annals of Tourism Research is a social sciences journal focusing upon the academic perspectives of tourism. While striving for a balance of theory and application, Annals is ultimately dedicated to developing theoretical constructs. Its strategies are to invite and encourage offerings from various disciplines; to serve as a forum through which these may interact; and thus to expand frontiers of knowledge in and contribute to the literature on tourism social science. In this role, Annals both structures and is structured by the research efforts of a multidisciplinary community of scholars.

Annals of Tourism Research is a social sciences journal that focuses on the academic perspectives of tourism. It seeks to balance theory and application while ultimately aiming to develop theoretical constructs. The journal invites and encourages contributions from various disciplines, serving as a forum for interaction among these fields. In doing so, it expands the frontiers of knowledge and contributes to the literature on tourism social science. In this role, Annals of Tourism Research both structures and is shaped by the research efforts of a multidisciplinary community of scholars.

《Annals of Tourism Research》是一本社会科学期刊，专注于旅游的学术视角。该期刊在理论与应用之间寻求平衡，最终致力于发展理论构建。其策略是邀请和鼓励来自不同学科的研究成果，作为一个互动的论坛，从而拓展旅游社会科学领域的知识前沿，并为相关文献做出贡献。在这个过程中，《Annals of Tourism Research》既构建了研究框架，也被多学科的学者研究努力所塑造。

Category	Quartile
管理学	1
管理学, 酒店、休闲、体育与旅游	1
管理学, 社会学	1

Teddy-bear effect in service recovery

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