The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
You Li, Zhehao Liang, Yawei Wang, Yaping Chang
| Year of publication: |
2023
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|---|---|
| Authors: | Li, You ; Liang, Zhehao ; Wang, Yawei ; Chang, Yaping |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 115.2023, p. 1-7
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| Subject: | Anthropomorphism | Consumer power | Consumer–robot relationship | Hospitality | Service robot | Social discomfort | Roboter | Robot | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Krankenhaus | Hospital | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2023.103603 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014487592