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Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin; Tojib, Dewi; Tsarenko, Yelena - In: International journal of hospitality management 87 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
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Direct to consumer advertising of robotic heart bypass surgery : effectiveness, patient satisfaction and clinical outcomes
Kiani, Soroosh; Kurian, Dinesh; Henkin, Stanislav; … - In: International journal of pharmaceutical and healthcare … 10 (2016) 4, pp. 358-375
Persistent link: https://www.econbiz.de/10011643421
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Service robots rising : how humanoid robots influence service experiences and elicit compensatory consumer responses
Mende, Martin; Scott, Maura L.; Doorn, Jenny van; … - In: Journal of marketing research 56 (2019) 4, pp. 535-556
Persistent link: https://www.econbiz.de/10012177580
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Examining the effects of robotic service on brand experience : the moderating role of hotel segment
Chan, Ambrose Pak Ho; Tung, Vincent Wing Sun - In: Journal of travel and tourism marketing 36 (2019) 4, pp. 458-468
Persistent link: https://www.econbiz.de/10012179419
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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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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
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Asymmetrical influences of service robots' perceived performance on overall customer satisfaction : an empirical investigation leveraging online reviews
Borghi, Matteo; Mariani, Marcello M. - In: Journal of travel research : a quarterly publication of … 63 (2024) 5, pp. 1086-1111
Persistent link: https://www.econbiz.de/10014582437
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Young customer responses to service robots vs. Humans in luxury retail : a multidisciplinary approach
Rancati, Gaia; Bartolotta, Sabrina; Mauri, Maurizio; … - In: Marketing : ZFP ; journal of research and management 46 (2024) 2, pp. 3-19
Persistent link: https://www.econbiz.de/10014632883
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Consumers' ethical perceptions of autonomous service robots in hotels
Lin, Boyu; Lee, Woojin; Wise, Nicholas; Choi, Hwansuk Chris - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 6, pp. 964-974
Persistent link: https://www.econbiz.de/10014633805
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Is a robot barista better than a human barista? : a moderating role of type of service providers
Hwang, Jinsoo; Kim, Jinkyung Jenny; Choe, Ja Young; … - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 6, pp. 1035-1050
Persistent link: https://www.econbiz.de/10014633831