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The trickle-down effect of servant leadership on frontline employee service behaviors and performance : a multilevel study of Chinese hotels
Ling, Qian; Lin, Meizhen; Wu, Xiaoyi - In: Tourism management : research, policies, practice 52 (2016), pp. 341-368
Persistent link: https://www.econbiz.de/10011418435
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Appropriate service robots in exchange and communal relationships
Chang, Woojung; Kim, Kyoungmi - In: Journal of business research : JBR 141 (2022), pp. 462-474
Persistent link: https://www.econbiz.de/10013168036
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The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
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Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia; Mathies, Christine; Patterson, Paul G. - In: Journal of service management 33 (2022) 2, pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
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Unintended consequences of humanoid service robots : a case study of public service organizations
Wang, Yazhu Maggie; Matook, Sabine; Dennis, Alan - In: Journal of business research : JBR 174 (2024), pp. 1-15
Persistent link: https://www.econbiz.de/10014549165
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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
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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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Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The; Gip, Huy; Guchait, Priyanko; Wang, Chen-Ya; … - In: Journal of service management 34 (2023) 3, pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
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Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence
Wirtz, Jochen; Hofmeister, Johannes; Chew, Patricia Y. P.; … - In: The service industries journal 43 (2023) 15/16, pp. 1173-1196
Persistent link: https://www.econbiz.de/10014423344
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Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung; Yoo, Joon Woo; Cho, Youngju; Park, Heejun - In: Journal of retailing and consumer services 75 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014372639