Examining the impact of service robot communication styles on customer intimacy following service failure
Junsung Park, Joon Woo Yoo, Youngju Cho, Heejun Park
| Year of publication: |
2023
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|---|---|
| Authors: | Park, Junsung ; Yoo, Joon Woo ; Cho, Youngju ; Park, Heejun |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 75.2023, p. 1-9
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| Subject: | Communication style | Intimacy | Service recovery | Negative word-of-mouth | Service robot communication | Dienstleistungsqualität | Service quality | Kommunikation | Communication | Roboter | Robot | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Beziehungsmarketing | Relationship marketing | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Interne Kommunikation | Internal communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2023.103511 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014372639