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Frontline employee expectations on working with physical robots in retailing

Willems, Kim; Verhulst, Nanouk; Gauquier, Laurens de; … - In: Journal of service management 34 (2023) 3, pp. 467-492

Persistent link: https://www.econbiz.de/10014338164

Mapping the service recovery research landscape : a bibliometric-based systematic review

Mir, Mahmood; Ashraf, Rohail; Syed, Tahir Abbas; Ali, Sara - In: Psychology & marketing 40 (2023) 10, pp. 2060-2087

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Factors influencing consumer forgiveness : a systematic literature review and directions for future research

Kim, Yungchul; Ho, Ting Hin; Tan, Lay Peng; Casidy, Riza - In: Journal of service theory and practice 33 (2023) 5, pp. 601-628

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Antecedents and consequences of effective customer participation : the role of customer education and service modularity

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Effects of the anthropomorphic image of intelligent customer service avatars on consumers' willingness to interact after service failures

Yao, Qi; Kuai, Ling; Jiang, Lan - In: Journal of research in interactive marketing : … 17 (2023) 5, pp. 734-753

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Gauging customers' negative disconfirmation in online post-purchase behaviour : the moderating role of service recovery

Muhammad Mazhar; Ding Hooi Ting; Abbasi, Amir Zaib; … - In: Cogent business & management 9 (2022) 1, pp. 1-23

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...

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The effect of robot anthropomorphism on revisit intentions after service failure : a moderated serial mediation model

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Punitive switching costs and behavioral responses in the context of contractual services

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The requisite role of emotional intelligence in customer service in the retail banking sector

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Chatbot or human? : the impact of online customer service on consumers' purchase intentions

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