Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Lishan Xie, Canmian Liu, Dongmei Li
| Year of publication: |
2022
|
|---|---|
| Authors: | Xie, Lishan ; Liu, Canmian ; Li, Dongmei |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 106.2022, p. 1-12
|
| Subject: | Perceived robotic empathy | Service proactivity | Service robot | Task orientation | Value co-creation intention | Roboter | Robot | Kundenintegration | Customer integration | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Emotion | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Arbeitsverhalten | Work behaviour | Kundenservice | Customer service | Betriebliche Wertschöpfung | Value creation | Dienstleistung | Services |