Dashed expectations in service experiences : effects of robots human-likeness on customers' responses
Year of publication: |
2023
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Authors: | Grazzini, Laura ; Viglia, Giampaolo ; Nunan, Daniel |
Published in: |
European journal of marketing. - Bradford : Emerald, ISSN 1758-7123, ZDB-ID 2002936-6. - Vol. 57.2023, 4, p. 957-986
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Subject: | Customers' response | Disconfirmation of expectations | Human-robot interaction | Perceived eeriness | Robot appearance | Warmth and competence | Konsumentenverhalten | Consumer behaviour | Roboter | Robot | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
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