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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
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Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei; Wu, Luorong; Mattila, Anna S. - In: The journal of services marketing 30 (2016) 7, pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
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"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo; Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 82 (2019), pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
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To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?
Fan, Alei; Wu, Luorong (Laurie); Mattila, Anna S. - In: Journal of Services Marketing 30 (2016) 7, pp. 713-723
reactions to SST failures vary depending on the degree of anthropomorphism associated with an SST machine, an individual’s sense …
Persistent link: https://www.econbiz.de/10014906269