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612-822-4611
Humanoid Service Robots: Customer Expectations and Customer Responses

Humanoid Service Robots: Customer Expectations and Customer Responses

Paperback

Series: Neue Perspektiven Der Marktorientierten Unternehmensführung

Management

ISBN10: 3658344393
ISBN13: 9783658344399
Publisher: Springer Gabler
Published: Jun 28 2021
Pages: 232
Weight: 0.68
Height: 0.54 Width: 5.83 Depth: 8.27
Language: English
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.

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Management