Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Minghui Shan, Zhenzhong Zhu, Haipeng (Allan) Chen, and Sijie Sun
| Year of publication: |
2024
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| Authors: | Shan, Minghui ; Zhu, Zhenzhong ; Chen, Haipeng ; Sun, Sijie |
| Published in: |
Journal of hospitality marketing & management. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1936-8631, ZDB-ID 2486892-9. - Vol. 33.2024, 2, p. 145-168
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| Subject: | Robot social perception | service evaluation | service failure and recovery | service robots | Dienstleistungsqualität | Service quality | Roboter | Robot | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Wahrnehmung | Perception |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/19368623.2023.2246456 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014511796