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Smart speakers and customer experience in service contexts
Ruiz-Equihua, Daniel; Romero, Jaime; Casaló, Luis V.; … - In: Psychology & marketing 40 (2023) 11, pp. 2326-2340
Persistent link: https://www.econbiz.de/10014432404
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The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo; Mariani, Marcello M.; Vega, Rodrigo P.; … - In: Psychology & marketing 40 (2023) 11, pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
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When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël; Cusin, Julien; Lunardo, Renaud - In: Psychology & marketing 40 (2023) 12, pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
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How ostracism jeopardizes customers' interests at restaurants : a study in context of COVID-19
Sarwar, Ambreen; Abdullah, Muhammad Ibrahim; Imran, … - In: Journal of Asian business and economic studies : JABES 30 (2023) 3, pp. 210-225
Persistent link: https://www.econbiz.de/10014432591
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A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud; Cusin, Julien; Flacandji, Michaël - In: Journal of business research : JBR 166 (2023), pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
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You're driving me crazy! : how emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery
Masorgo, Nicolò; Mir, Saif; Hofer, Adriana Rossiter - In: Journal of business logistics 44 (2023) 4, pp. 666-692
Persistent link: https://www.econbiz.de/10014434922
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Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian; Xie, Lishan - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
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Role of trust in customer attitude and behaviour formation towards social service robots
Della Corte, Valentina; Sepe, Fabiana; Gursoy, Dogan; … - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014440008
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Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung; Yoo, Joon Woo; Cho, Youngju; Park, Heejun - In: Journal of retailing and consumer services 75 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
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Is online-to-offline customer care support essential for consumer service?
Sarkar, Biswajit; Dey, Bikash Koli - In: Journal of retailing and consumer services 75 (2023), pp. 1-29
Persistent link: https://www.econbiz.de/10014373304