Dashed expectations in service experiences : effects of robots human-likeness on customers' responses
Laura Grazzini, Giampaolo Viglia and Daniel Nunan
| Year of publication: |
2023
|
|---|---|
| Authors: | Grazzini, Laura ; Viglia, Giampaolo ; Nunan, Daniel |
| Subject: | Customers' response | Disconfirmation of expectations | Human-robot interaction | Perceived eeriness | Robot appearance | Warmth and competence | Konsumentenverhalten | Consumer behaviour | Roboter | Robot | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/EJM-03-2021-0220 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014252225