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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany; Mattila, Anna S. - In: Journal of service research 24 (2021) 3, pp. 323-328
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012592932
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To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012592941
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f isdn Thinking skills don't protect service workers from replacement by artificial intelligence
Vorobeva, Darina; El Fassi, Yasmina; Pinto, Diego Costa; … - In: Journal of service research 25 (2022) 4, pp. 601-613
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013396001
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Simple morning and complex night : time of day and complex sensory experiences
Luo, Anqi; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 28 (2025) 2, pp. 246-261
Persistent link: https://ebvufind01.dmz1.zbw.eu/10015386580