Customer's social cognition in service recovery satisfaction with human vs robot agent
Mathieu Lajante and Nina Carolin Dohm
| Year of publication: |
2024
|
|---|---|
| Authors: | Lajante, Mathieu ; Dohm, Nina Carolin |
| Published in: |
International journal of quality and service sciences. - Bingley [u.a.] : Emerald, ISSN 1756-6703, ZDB-ID 2490487-9. - Vol. 16.2024, 4, p. 498-518
|
| Subject: | Compassion | Emotion | Emotional labor | Empathy | Justice theory | Satisfaction | Service encounter | Service failure | Service recovery | Service robot | Social cognition | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition | Kundenservice | Customer service | Roboter | Robot | Arbeitszufriedenheit | Job satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Gerechtigkeit | Justice |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJQSS-07-2024-0098 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015417285