Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Xiaojing Sheng, Ross Murray, Seth C. Ketron, Reto Felix
| Year of publication: |
2024
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|---|---|
| Authors: | Sheng, Xiaojing ; Murray, Ross ; Ketron, Seth C. ; Felix, Reto |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 119.2024, Art.-No. 103729, p. 1-11
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| Subject: | Service robot | Service failure | Empathy | Eeriness | Service recovery | Third-party observer | Roboter | Robot | Dienstleistungsqualität | Service quality | Emotion | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2024.103729 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015070773