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~accessRights:"restricted"
~subject:"Computer science"
~subject:"Dienstleistungsmanagement"
~subject:"Robot"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Aufsatzsammlung"
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Search: subject_exact:"Kundenbetreuung"
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Computer science
Dienstleistungsmanagement
Robot
Customer service
786
Kundenservice
786
Dienstleistungsqualität
555
Service quality
555
Kundenzufriedenheit
457
Customer satisfaction
456
Beziehungsmarketing
424
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424
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367
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174
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service recovery
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Brengman, Malaika
3
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1
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1
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1
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1
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International journal of hospitality management
12
Journal of service management
6
Journal of business research : JBR
5
Journal of retailing and consumer services
4
Journal of service research
4
Journal of service theory and practice
4
The journal of services marketing
4
Human resource management review
2
SpringerLink / Bücher
2
Technological forecasting & social change : an international journal
2
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1
California management review
1
Die Betriebswirtschaft : DBW
1
International journal of consumer studies
1
International journal of contemporary hospitality management
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
Journal of consumer behaviour
1
Journal of electronic commerce in organizations : the international journal of electronic commerce in modern organizations ; an official publication of the Information Resources Management Association
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of marketing theory and practice : JMTP
1
Journal of nonprofit & public sector marketing
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Management science : journal of the Institute for Operations Research and the Management Sciences
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Progress in IS
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Springer eBook Collection / Business and Management
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ECONIS (ZBW)
70
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
Dualities of digital services : everyday digital services as positive and negative contributors to customer well-being
Kemppainen, Tiina
;
Paananen, Tiina Elina
- In:
Journal of service theory and practice
34
(
2024
)
3
,
pp. 464-490
Persistent link: https://www.econbiz.de/10015055422
Saved in:
4
The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua
;
Kim, WooJin
- In:
Journal of business research : JBR
171
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
Saved in:
5
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
6
Together or alone : should service robots and frontline employees collaborate in retail-customer interactions at the POS?
Gauquier, Laurens de
;
Willems, Kim
;
Cao, Hoang-Long
; …
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240305
Saved in:
7
Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure
Cheng, Li-Keng
- In:
Journal of consumer behaviour
22
(
2023
)
1
,
pp. 67-81
Persistent link: https://www.econbiz.de/10014251195
Saved in:
8
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
9
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
10
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
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