Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences
Jenny van Doorn, Martin Mende, Stephanie M. Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal, and J. Andrew Petersen
| Year of publication: |
February 2017
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| Authors: | Doorn, Jenny van ; Mende, Martin ; Noble, Stephanie M. ; Hulland, John ; Ostrom, Amy L. ; Grewal, Dhruv ; Petersen, J. Andrew |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 1, p. 43-58
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| Subject: | automation | service robots | social cognition | organizational frontlines | psychological ownership | Automatisierung | Automation | Kundenservice | Customer service | Kognition | Cognition | Roboter | Robot | Dienstleistungsqualität | Service quality | Verhalten in Organisationen | Organizational behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516679272 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011647482