Service guarantee

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

Understanding and Improving Consumer Reactions to Service Bots

Noah Castelo, Johannes Boegershausen, Christian Hildebrand, Alexander P. Henkel

Citations: 169 • 2023

The impact of service principal (service robot vs. human staff) on service quality: The mediating role of service principal attribute

Shengliang Zhang, Zhenran Hu, Xiaodong Li, Ai Ren

Citations: 76 • 2022

Service robots vs. human staff: The effect of service agents and service exclusion on unethical consumer behavior

Yun Liu, Xingyuan Wang, Yingying Du, Shuyang Wang

Citations: 57 • 2023

Research on service robot adoption under different service scenarios

Yun Liu, Xingyuan Wang, Shuyang Wang

Citations: 55 • 2021

AI service may backfire: Reduced service warmth due to service provider transformation

Xingyang Lv, Yufan Yang, Dazhi Qin, Xiaoyan Liu

Citations: 15 • 2025

The more human-like the better? Effect of anthropomorphic level on customer intention to participate in AI service recovery

Meng­meng Song, Wenjing Jiang, Xinyu Xing, Jian Mou, Yucong Duan

Citations: 5 • 2025

Investigating Frontline Service Employees to Identify Behavioral Goals of Restaurant Service Robot: An Exploratory Study

Min Kim, Heeyoon Yoon, Juhyun Kim, Jungjun Kim, Dong-Seop Sohn, Kyungho Kim

Citations: 3 • 2021

Customer Acceptance of Service Robots: Marketing Outcomes and Service Complexity

Felipe Facco Mendes Ferreira, Priscila Pasti Barbosa, Larissa Cayla Cesário, Fabiane Letícia Lizarelli, Glauco Henrique de Sousa Mendes

Citations: 2 • 2025