How consumers react differently toward humanoid vs. nonhumanoid robots after service failures : a moderated chain mediation model
Mengwei Zhang, Jinsheng Cui and Jianan Zhong
| Year of publication: |
2024
|
|---|---|
| Authors: | Zhang, Mengwei ; Cui, Jinsheng ; Zhong, Jianan |
| Published in: |
International journal of emerging markets. - Bradford : Emerald, ISSN 1746-8817, ZDB-ID 2242085-X. - Vol. 19.2024, 11, p. 4306-4326
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| Subject: | Service robot | Service failure | Brand forgiveness | Performance expectancy | Gender difference | Roboter | Robot | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Geschlecht | Gender | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJOEM-06-2022-1023 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015395380