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subject:"Robot"
~isPartOf:"Journal of service theory and practice"
~isPartOf:"Working paper series / United Nations University, UNU-MERIT / United Nations University, UNU-MERIT"
~person:"Zhong, Jianan"
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Robot
Anticipated trust
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Beschwerdemanagement
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Beziehungsmarketing
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Brand management
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Brand switching intention
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Complaint management
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Confidence
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Consumer behaviour
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Customer satisfaction
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Konsumentenverhalten
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Kundenservice
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Kundenzufriedenheit
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Markenführung
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Roboter
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Service failure
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Service robot
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Zhong, Jianan
Chen, Tom
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Cui, Jinsheng
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Journal of service theory and practice
Working paper series / United Nations University, UNU-MERIT / United Nations University, UNU-MERIT
Asia Pacific journal of marketing and logistics
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ECONIS (ZBW)
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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