Humanoid service robots: customer expectations and customer responses
Auteur :
Merkle, Moritz
Éditeur :
Springer Fachmedien Wiesbaden
ISBN :
9783658344399
Date de publication :
28 juin 2021
Dimensions :
21,0 x 14,8 cm
Langue :
Anglais
Pays d'origine :
Allemagne
Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. After service failures, customers are even more likely to forgive service robots than human employees.