Frontline robots in tourism and hospitality : service enhancement or cost reduction?

Daniel Belanche, Luis V. Casaló, Carlos Flavián

Year of publication:	2021
Authors:	Belanche, Daniel ; Casaló, Luis V. ; Flavián Blanco, Carlos
Published in:	Electronic markets : EM ; the international journal of electronic commerce and business media. - Berlin : Springer, ISSN 1422-8890, ZDB-ID 2017342-8. - Vol. 31.2021, 3, p. 477-492
Subject:	Service robots \| Human-likeness \| Affinity \| Customer attributions \| Customer behavioral intentions \| Hospitality industry \| Gastgewerbe \| Roboter \| Robot \| Konsumentenverhalten \| Consumer behaviour \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Tourismuswirtschaft \| Tourism industry \| Kundenservice \| Customer service \| Krankenhaus \| Hospital \| Beziehungsmarketing \| Relationship marketing \| Hotellerie \| Hotel industry \| Kostenmanagement \| Cost management