Call it robot : anthropomorphic framing and failure of self-service technologies
Ada Maria Barone, Emanuela Stagno and Carmela Donato
| Year of publication: |
2024
|
|---|---|
| Authors: | Barone, Ada Maria ; Stagno, Emanuela ; Donato, Carmela |
| Subject: | Self-service technology | Robots | Service failure | Agency | Framing | Service robot | Selbstbedienung | Self-service | Roboter | Robot | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Automatisierung | Automation | Kundenzufriedenheit | Customer satisfaction | Technischer Fortschritt | Technological change | Dienstleistungssektor | Service industry |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-05-2023-0169 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014515617