Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences
Year of publication: |
February 2017
|
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Authors: | Doorn, Jenny van ; Mende, Martin ; Noble, Stephanie M. ; Hulland, John ; Ostrom, Amy L. ; Grewal, Dhruv ; Petersen, J. Andrew |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 1, p. 43-58
|
Subject: | automation | service robots | social cognition | organizational frontlines | psychological ownership | Automatisierung | Automation | Kundenservice | Customer service | Roboter | Robot | Dienstleistungsqualität | Service quality | Kognition | Cognition | Verhalten in Organisationen | Organizational behaviour |
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