Examining the impact of service robot communication styles on customer intimacy following service failure
Year of publication: |
2023
|
---|---|
Authors: | Park, Junsung ; Yoo, Joon Woo ; Cho, Youngju ; Park, Heejun |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 75.2023, p. 1-9
|
Subject: | Communication style | Intimacy | Service recovery | Negative word-of-mouth | Service robot communication | Dienstleistungsqualität | Service quality | Kommunikation | Communication | Roboter | Robot | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
-
Weitzl, Wolfgang, (2017)
-
'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw, (2022)
-
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo, (2021)
- More ...
-
Lee, Jong Ho, (2021)
-
Yoo, Joon Woo, (2022)
-
Impact of experience on government policy toward acceptance of hydrogen fuel cell vehicles in Korea
Kang, Min Jung, (2011)
- More ...