The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Year of publication: |
2023
|
---|---|
Authors: | Borghi, Matteo ; Mariani, Marcello M. ; Vega, Rodrigo P. ; Wirtz, Jochen |
Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 11, p. 2355-2369
|
Subject: | customer satisfaction | eWOM | mobile | online reviews | rapport | service robot | Kundenzufriedenheit | Customer satisfaction | Roboter | Robot | Dienstleistungsqualität | Service quality | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
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