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1
Are highly anthropomorphic service robots more likely to be forgiven by customers after service failures? : a mind perception perspective
Zhao, Yaxin
;
Zhu, Zhangxiang
;
Tang, Binli
- In:
International journal of hospitality management
126
(
2025
),
pp. 1-12
Persistent link: https://www.econbiz.de/10015359597
Saved in:
2
The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Li, You
;
Liang, Zhehao
;
Wang, Yawei
;
Chang, Yaping
- In:
International journal of hospitality management
115
(
2023
),
pp. 1-7
Persistent link: https://www.econbiz.de/10014487592
Saved in:
3
Encountering robots : customers' autonomous behaviors in tourism services
Liu, Jingyu
;
Li, Yibei
;
Li, Weiwei
;
Liu, Deguang
- In:
Tourism management : research, policies, practice
106
(
2025
),
pp. 1-12
Persistent link: https://www.econbiz.de/10015078123
Saved in:
4
"I am served by a
Robot
!" : internal antecedents of customer acceptance of robotic hotel-service agents
Cabrilo, Sladjana
;
Leung, Rosanna
;
Tsai, Fu-Sheng
; …
- In:
Journal of organizational change management
37
(
2024
)
7
,
pp. 1427-1445
Persistent link: https://www.econbiz.de/10015210103
Saved in:
5
How consumers react differently toward humanoid vs. nonhumanoid robots after service failures : a moderated chain mediation model
Zhang, Mengwei
;
Cui, Jinsheng
;
Zhong, Jianan
- In:
International journal of emerging markets
19
(
2024
)
11
,
pp. 4306-4326
Persistent link: https://www.econbiz.de/10015395380
Saved in:
6
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
Saved in:
7
Partner, master, or servant?
Peusen, Bente
;
Mennens, Kars
;
Mahr, Dominik
- In:
Handbook of service experience
,
(pp. 162-175)
.
2025
Persistent link: https://www.econbiz.de/10015424153
Saved in:
8
Service recovery by AI or human agents : do failure and strategy context matter?
Fürst, Andreas
;
Trißler, Leonie
;
Friedrich, Robin
; …
- In:
Journal of service management
36
(
2025
)
3
,
pp. 390-418
Persistent link: https://www.econbiz.de/10015425665
Saved in:
9
Unintended consequences of service robots : recent progress and future research directions
Heirati, Nima
;
Pitardi, Valentina
;
Wirtz, Jochen
; …
- In:
Journal of business research : JBR
194
(
2025
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015425729
Saved in:
10
Human staff vs. service
robot
vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
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