Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ting Hin Ho, Dewi Tojib, Yelena Tsarenko
| Year of publication: |
2020
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| Authors: | Ho, Ting Hin ; Tojib, Dewi ; Tsarenko, Yelena |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 87.2020, p. 1-10
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| Subject: | Customer-to-customer interaction | Firm-to-customer interaction | Informational recovery | Instrumental recovery | Role congruity | Service robot | Dienstleistungsqualität | Service quality | Roboter | Robot | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2020.102501 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012241791