Customer retention

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

Li Xiao, V. Kumar

Citations: 343 • 2019

Retail Branding and Customer Loyalty: an overview

Dhruv Grewal, Michael Lévy, Donald R. Lehmann

Citations: 188 • 2004

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

Customer experience quality with social robots: Does trust matter?

Sanjit Kumar Roy, Gaganpreet Singh, Saalem Sadeque, Richard Gruner

Citations: 45 • 2023

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

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

Design in robotics based in the voice of the customer of household robots

Rafael Mateo Ferrús, Manuel Domínguez Somonte

Citations: 23 • 2016

Human-robot collaboration in service recovery: Examining apology styles, comfort emotions, and customer retention

Hong Ngoc Nguyen, Murat Hançer

Citations: 21 • 2024

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

A higher satisfaction product customization method for different customer groups

Zhengyu Wang, Mingzhi Dai, Xin Sun, Meiyu Zhou

Citations: 11 • 2023

Robotic dining delight: Unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML

Vinod Sharma, Manohar Kapse, Jeanne Poulose, Yogesh Mahajan

Citations: 11 • 2023

How Cyber Security Enhances Trust and Commitment to Customer Retention: The Mediating Role of Robotic Service Quality

Roshan Panditharathna, Fábio Vinícius de Macedo Bergamo, Dominic Appiah, Peter R.J. Trim, Yang‐Im Lee

Citations: 10 • 2024

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

The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours

Shin Ying Lee, Yuhanis Abdul Aziz, Samsinar Sidin, Rosli Saleh

Citations: 6 • 2014

CONCEPTUAL CRM APPLICATION DATABASE MODEL IN THE FUNCTION OF PHYSICAL PRODUCTS DISTRIBUTION FOR KNOWN CUSTOMER

Branimir Đukić, Sanja Dugandžić, Stojanka Dukić

Citations: 6 • 2017