The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Matteo Borghi, Marcello M. Mariani, Rodrigo P. Vega, Jochen Wirtz
| Year of publication: |
2023
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| Authors: | Borghi, Matteo ; Mariani, Marcello M. ; Vega, Rodrigo P. ; Wirtz, Jochen |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 11, p. 2355-2369
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| Subject: | customer satisfaction | eWOM | mobile | online reviews | rapport | service robot | Kundenzufriedenheit | Customer satisfaction | Roboter | Robot | Virales Marketing | Viral marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Online-Handel | Online retailing | Taiwan | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21903 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014432406