Call it robot : anthropomorphic framing and failure of self-service technologies
Ada Maria Barone, Emanuela Stagno and Carmela Donato
| Year of publication: |
2024
|
|---|---|
| Authors: | Barone, Ada Maria ; Stagno, Emanuela ; Donato, Carmela |
| Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 38.2024, 3, p. 272-287
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| Subject: | Self-service technology | Robots | Service failure | Agency | Framing | Service robot | Roboter | Robot | Selbstbedienung | Self-service | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Technischer Fortschritt | Technological change | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-05-2023-0169 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014515617