Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? : a mind perception perspective
Yaxin Zhao, Zhangxiang Zhu, Binli Tang
| Year of publication: |
2025
|
|---|---|
| Authors: | Zhao, Yaxin ; Zhu, Zhangxiang ; Tang, Binli |
| Subject: | Service robot | Service failure | Anthropomorphism | Customer forgiveness | Mind perception theory | Dienstleistungsqualität | Service quality | Roboter | Robot | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Wahrnehmung | Perception | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2025.104103 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015359597