Does smart technology, artificial intelligence, robotics, and algorithm (STARA) awareness have a double-edged-sword influence on proactive customer service performance? : Effects of work engagement and employee resilience
Hsiu-Yu Teng, Ming-Way Li and Chien-Yu Chen
| Year of publication: |
2025
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| Authors: | Teng, Hsiu-Yu ; Li, Ming-Way ; Chen, Chien-Yu |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 34.2025, 3, p. 443-466
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| Subject: | employee resilience | proactive customer service performance | STARA awareness | work engagement | Leistungsmotivation | Work motivation | Künstliche Intelligenz | Artificial intelligence | Kundenservice | Customer service | Arbeitsverhalten | Work behaviour | Arbeitsleistung | Job performance | Dienstleistungsqualität | Service quality | Coping-Strategie | Coping strategy | Roboter | Robot |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2025.2449853 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015417923