## 1 Introduction
Therefore, the reliability of RTCI services has a significant impact on passenger satisfaction; successful RTCI services can effectively enhance passenger satisfaction, while failed RTCI services may be counterproductive, and there are relatively few studies in this area. While numerous existing studies have consistently demonstrated the direct and substantial impact of service failures on user satisfaction, it is important to acknowledge that different demographic groups may exhibit varying levels of satisfaction in response to such failures. In addition, diverse passengers of different genders, ages, incomes, and travel purposes usually have different needs and often have different perceptions of the same service quality [34; 35]. By analyzing the heterogeneity of passenger service perceptions, passenger segments can be divided into multiple segments, and the satisfaction- and complaint-formation mechanisms of different passenger segments can be studied, which can help to provide precise recommendations and marketing actions. In a previous study, [PERSON] demonstrated that consumers exhibit varying degrees of satisfaction in response to service failures by humanoid and non-humanoid robots, with men being more inclined than women to forgive such failures and to revisit the service provider [36]. According to [PERSON], it has been suggested that the diverse emotions experienced by users have varying impacts on satisfaction when faced with service failures [37]. Therefore, it is evident that varying levels of satisfaction arise, based on a user's distinct conditioning, following a service failure. HSR is a social scenario in public perception, and, as a public sphere, the carriages are potential social spaces [38; 39]. Social anxiety disorder (SAD) is a debilitating psychiatric condition characterized by an intense fear of being evaluated by others and a tendency to avoid situations that involve social evaluation [40; 41; 42]. In studies targeting social anxiety, researchers have also incorporated train scenarios as part of their study designs. For instance, [PERSON] and [PERSON] developed train and waiting-room scenarios within the framework of behavioral testing to assess the efficacy of virtual technology in the psychodiagnosis of social anxiety disorder [43; 44]. Previous research has demonstrated that individuals diagnosed with social anxiety disorder exhibit an excessive fear of negative evaluations, which is a prominent symptom of this condition. Moreover, they tend to prefer engaging with robots, and experience reduced levels of tension and stress [45]. Individuals with social anxiety tend to exhibit a preference for interacting with robots rather than humans when anticipating social interactions, in comparison to individuals without social anxiety [46]. In a study by [PERSON], it was established that individuals with high levels of social anxiety incorporate subjective evaluations into their emotional experiences, in contrast to individuals without such conditions. This tendency contributes to an increased apprehension towards engaging in social interactions [47]. In a study by [PERSON], it was found that individuals with high levels of social anxiety tend to prefer self-service and online real-time assistance customer service channels over social media and offline real-time assistance channels [48]. Consequently, it can be inferred that individuals with elevated levels of social anxiety tend to rely heavily on RTCI prompts as a means to circumvent interpersonal interactions with fellow passengers. However, no research has yet explored whether passenger satisfaction following RTCI failure is influenced by users' personality traits, such as social anxiety; given that high-speed rail travel is a social context, the level of users' social anxiety can impact their interactions with the system and other passengers in the compartment, ultimately affecting user satisfaction with the journey.