The effect of robot anthropomorphism on revisit intentions after service failure : a moderated serial mediation model
Year of publication: |
2023
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Authors: | Cui, Jinsheng ; Zhong, Jianan |
Published in: |
Asia Pacific journal of marketing and logistics. - [Erscheinungsort nicht ermittelbar] : Proquest, ISSN 1758-4248, ZDB-ID 2037486-0. - Vol. 35.2023, 11, p. 2621-2644
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Subject: | Performance expectation | Revisit intention | Service failure | Service robot | Tolerance | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Roboter | Robot | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour |
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