An eye for an eye : exploring how human-robot service attributes affect customers’ negative electronic word-of-mouth
Xinhua Guan, Lu Zhang, Xin Liu, Qiangqiang Liu
| Year of publication: |
2025
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|---|---|
| Authors: | Guan, Xinhua ; Zhang, Lu ; Liu, Xin ; Liu, Qiangqiang |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 127.2025, Art.-No. 104104, p. 1-12
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| Subject: | Negative e-WOM | Negative emotions | Perceived value | Service robot incompetence | Social loafing | Konsumentenverhalten | Consumer behaviour | Emotion | Virales Marketing | Viral marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Social Web | Social web | Roboter | Robot |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2025.104104 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015375136