The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Year of publication: |
2023
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Authors: | Li, You ; Liang, Zhehao ; Wang, Yawei ; Chang, Yaping |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 115.2023, p. 1-7
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Subject: | Anthropomorphism | Consumer power | Consumer–robot relationship | Hospitality | Service robot | Social discomfort | Kundenzufriedenheit | Customer satisfaction | Roboter | Robot | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Krankenhaus | Hospital | Beziehungsmarketing | Relationship marketing |
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