Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Year of publication: |
2020
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Authors: | Ho, Ting Hin ; Tojib, Dewi ; Tsarenko, Yelena |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 87.2020, p. 1-10
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Subject: | Customer-to-customer interaction | Firm-to-customer interaction | Informational recovery | Instrumental recovery | Role congruity | Service robot | Dienstleistungsqualität | Service quality | Roboter | Robot | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour |
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