Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Mathieu Lajante, David Remisch, Nikita Dorofeev
| Year of publication: |
2023
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|---|---|
| Authors: | Lajante, Mathieu ; Remisch, David ; Dorofeev, Nikita |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 17.2023, 1, p. 315-357
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| Subject: | Empathy | Interactional justice | Service recovery | Service robots | Systematic literature review | Roboter | Robot | Dienstleistungsqualität | Service quality | Bibliometrie | Bibliometrics | Gerechtigkeit | Justice | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-023-00525-z [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014282973