Marketing research shows that good customer relationship management can reduce the consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident. In extreme cases, this means whether and how interactions between a...

The digital service revolution will significantly change the way we do business. A big part of this revolution are service robots in various forms and shapes. In this article, we illustrate the implication of service robots for the service industry. We compare service robots with traditional...