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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. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.

Availability

Inventory Code	Barcode	Call Number	Location	Status
2108000288	EB0005032	658 Mer h	Central Library (OPAC)	Available

Detail Information

Series Title: Neue Perspektiven der marktorientierten Unternehmensführung
Call Number: 658 Mer h
Publisher: Springer Gabler : Springer Gabler Wiesbaden., 2021
Collation: xxii, 232p.:ill
Language: English
ISBN/ISSN: 978-3-658-34440-5
Classification: 658
Content Type: Ebook
Media Type: -
Carrier Type: online resource
Edition: 1
Subject(s): Business and Management
Specific Detail Info: -
Statement of Responsibility: BRF

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Humanoid Service Robots

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