Service robots are changing the nature of service delivery in the digital economy. However, frequently occurring service failures represent a great challenge to achieve service robot acceptance. To understand how different service outcomes in interactions with service robots affect usage...

Firms increasingly invest in chatbots that provide purchase recommendations. However, customers often reject recommendations by chatbots because they find neither the contents of the recommendation (message-level) nor the chatbot itself (source-level) persuasive. To overcome these barriers and...

Durch steigende Studierendenzahlen prägen universitäre Massenlehrveranstaltungen nach wie vor das Bild in der deutschen Hochschullandschaft. Diese Lehrveranstaltungen sind gekennzeichnet durch hohe Anonymität und einen Mangel an Interaktion und Zusammenarbeit. Lernende bleiben sich im...

This paper presents first guidelines for the cultural adaptation and efficient global provision of services. For this purpose, it elaborates on how to consider culture-specific components of a service on the basis of systematic service modularization. This is illustrated by the example of an...

This paper presents first guidelines for the cultural adaptation and efficient global provision of services. For this purpose, it elaborates on how to consider culture-specific components of a service on the basis of systematic service modularization. This is illustrated by the example of an...