Customer advocacy

Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?

Li Xiao, V. Kumar

Citations: 343 • 2019

Customer-robot interactions: Understanding customer experience with service robots

Dan Huang, Qiurong Chen, Jia-Hui Huang, Shaojun Kong, Zhiyong Li

Citations: 235 • 2021

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Citations: 184 • 2020

The impact of artificial intelligence stimuli on customer engagement and value co-creation: the moderating role of customer ability readiness

Li Gao, Gang Li, Fu-Sheng Tsai, Chen Gao, Mengjiao Zhu, Xiaopian Qu

Citations: 141 • 2022

The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Jingyan Gao, Lina Ren, Yang Yang, Duo Zhang, Lan Li

Citations: 87 • 2022

Service Quality in Customer Relationships:

Bo Edvardsson

Citations: 85 • 1988

One-Voice Strategy for Customer Engagement

Jagdip Singh, Satish Nambisan, R. Gary Bridge, Jürgen Kai‐Uwe Brock

Citations: 75 • 2020

AI concierge in the customer journey: what is it and how can it add value to the customer?

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas Smith, Roya Sadat Alavipour, Chunhao Wei, Jochen Wirtz

Citations: 72 • 2024

How do consumers engage with proactive service robots? The roles of interaction orientation and corporate reputation

Dongmei Li, Canmian Liu, Lishan Xie

Citations: 42 • 2022

Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction

M.S. Balaji, Yangyang Jiang, Xiya Zhang

Citations: 32 • 2025

The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals

Bart Larivière, Katrien Verleye, Arne De Keyser, Klaas Koerten, Alexander Lennart Schmidt

Citations: 27 • 2024

Investigating the effect of customer-robot interaction experience on customer engagement behavior and co-creation value: a mixed methods study

Shujie Fang, Xiaoyun Han, Yundan Zheng, Wenqing Li

Citations: 23 • 2024

The effects of appearance personification of service robots on customer decision-making in the product recommendation context

Shengliang Zhang, Guanyu Tang, Xiaodong Li, Ai Ren

Citations: 18 • 2022

Hey Robot, Tell It to Me Straight: How Different Service Strategies Affect Human and Robot Service Outcomes

Masaharu Naito, Daniel J. Rea, Takayuki Kanda

Citations: 15 • 2023

It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure

Jing Yu, Xiaoming Liu, Mang He, Liman Huang, Jun Li

Citations: 14 • 2024

Analysing the impacts of artificial intelligence service quality and human service quality on customer satisfaction and customer loyalty in the hospitality sector

Semele Jatin Sardesai, Edgar D’Souza, Supriyanka Govekar

Citations: 14 • 2024

Facilitation of Customer Empathy: The Effect of Robot Apology on Customer Reaction Following a Service Failure

Wenguo Shen, Yongwei Wang

Citations: 10 • 2022

A Design of Customer Service Request Desk to Improve the Efficiency using Robotics Process Automation

Nitin Goyal, Harpreet Singh

Citations: 9 • 2021

Conceptualizing Possibilities of Artificial Intelligence in Furtherance of the Banking Sector: An Effective Tool for Improving Customer Relationship, Customer Service and Public Relations

Roheed, Nairah Shabir, Monisa Qadri

Citations: 9 • 2020

Leveraging Text Analytics to Enhance Marketing Insights From Digital Customer Experiences

Murat Fatih Tuna

Citations: 6 • 2024