Riding on uncertainty : Leveraging human agents and service robots during service delivery
Janelle Chan, Irene Cheng Chu Chan, L. W. Lam, Rob Law
| Year of publication: |
2025
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| Authors: | Chan, Janelle ; Chan, Irene Cheng Chu ; Lam, Long W. ; Law, Rob |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 125.2025, Art.-No. 104000, p. 1-12
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| Subject: | Customer Inquiries | Service Encounter | Service Robot | Service Uncertainty | Roboter | Robot | Kundenservice | Customer service | Dienstleistung | Services | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction | Risiko | Risk | Dienstleistungsmarketing | Services marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2024.104000 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015357792