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Customer's social cognition in service recovery satisfaction with human vs robot agent

Lajante, Mathieu; Dohm, Nina Carolin - In: International journal of quality and service sciences 16 (2024) 4, pp. 498-518

Persistent link: https://www.econbiz.de/10015417285

Influence of empathy on hotel guests' emotional service experience

Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: The journal of services marketing 31 (2017) 6, pp. 618-635

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"Touching" services : tangible objects create an emotional connection to services even before their first use

Nägele, Nora; Walter, Benjamin von; Scharfenberger, Philipp - In: Business research 13 (2020) 2, pp. 741-766

, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which …

Persistent link: https://www.econbiz.de/10012295833

Talking bodies : an embodied approach to service employees' work

Kuuru, Tiina-Kaisa; Närvänen, Elina - In: The journal of services marketing 36 (2022) 3, pp. 313-325

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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://www.econbiz.de/10012592941

Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja - 2022

Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...

Persistent link: https://www.econbiz.de/10013270870

Touch versus tech in service encounters

Fan, Alei; Mattila, Anna S. - In: The Cornell hospitality quarterly 62 (2021) 4, pp. 468-481

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Effect of customer's perception on service robot acceptance

Li, Yi; Wang, Chongli - In: International journal of consumer studies 46 (2022) 4, pp. 1241-1261

Persistent link: https://www.econbiz.de/10013328268

Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy

Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, … - In: Journal of service management 25 (2014) 2, pp. 253-274

Persistent link: https://www.econbiz.de/10010343471

Service role and outcome as moderators in intercultural service encounters

Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service management 26 (2015) 1, pp. 137-155

Persistent link: https://www.econbiz.de/10010504614