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Springer Humanoid Service Robots: Customer Expectations and Customer Responses (Neue Perspektiven der marktorientierten Unternehmensführung)

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Description

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.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
28 June 2021
Listed Since
11 May 2021

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