Service quality

What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry

Corina Pelău, Dan‐Cristian Dabija, Irina Ene

Citations: 804 • 2021

Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

Ronan de Kervenoael, Rajibul Hasan, Alexandre Schwob, Edwin Goh

Citations: 577 • 2019

Service robots in hotels: understanding the service quality perceptions of human-robot interaction

Youngjoon Choi, Miju Choi, Munhyang Oh, Seongseop Kim

Citations: 483 • 2019

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

Citations: 448 • 2020

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

Li Xiao, V. Kumar

Citations: 343 • 2019

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers

Citations: 292 • 2020

Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications

Vignesh Yoganathan, Victoria‐Sophie Osburg, Werner H. Kunz, Waldemar Toporowski

Citations: 259 • 2021

Customer-robot interactions: Understanding customer experience with service robots

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

Citations: 235 • 2021

Anthropomorphism and customers’ willingness to use artificial intelligence service agents

Yang Yang, Yue Liu, Xingyang Lv, Jin Ai, Yifan Li

Citations: 225 • 2021

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

Stanislav Ivanov, Faruk Seyitoğlu, Martina Markova

Citations: 217 • 2020

When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type

Yanya Ruan, József Mezei

Citations: 202 • 2022

Retail Branding and Customer Loyalty: an overview

Dhruv Grewal, Michael Lévy, Donald R. Lehmann

Citations: 188 • 2004

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

Impacts of service robots on service quality

Ai-Hsuan Chiang, Silvana Trimi

Citations: 180 • 2020

Understanding and Improving Consumer Reactions to Service Bots

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

Citations: 169 • 2023

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong Wu, Anna S. Mattila

Citations: 148 • 2016

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

How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context

Yaou Hu, Hyounae Min, Na Su

Citations: 140 • 2021

A technology acceptance model for the perception of restaurant service robots for trust, interactivity, and output quality

Wen‐Hwa Lee, Ching Wen Lin, Kuang Heng Shih

Citations: 136 • 2018

Emotion and service quality of anthropomorphic robots

Ai-Hsuan Chiang, Silvana Trimi, Yu-Ju Lo

Citations: 120 • 2022