Customer service

Rise of the Machines? Customer Engagement in Automated Service Interactions

Linda D. Hollebeek, David E. Sprott, Michael K. Brady

引用数: 211 • 2021

Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings

Dhruv Grewal, Mirja Kroschke, Martin Mende, Anne L. Roggeveen, Maura L. Scott

引用数: 146 • 2020

Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews

Jian Ming Luo, Huy Quan Vu, Gang Li, Rob Law

引用数: 135 • 2021

Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context

Khalid Mehmood, Pradeep Kautish, Tejas R. Shah

引用数: 94 • 2024

Service Quality in Customer Relationships:

Bo Edvardsson

引用数: 85 • 1988

The Augmented Supply Chain

Massimo Merlino, Ilze Sproģe

引用数: 81 • 2017

One-Voice Strategy for Customer Engagement

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

引用数: 75 • 2020

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

Rumen Pozharliev, Matteo De Angelis, D. Rossi, Simona Romani, Willem Verbeke, Patrizia Cherubino

引用数: 75 • 2021

Customer comfort during service robot interactions

Marc Becker, Dominik Mahr, Gaby Odekerken‐Schröder

引用数: 70 • 2022

Examining the impact of service robot communication styles on customer intimacy following service failure

Junsung Park, Joon Woo Yoo, Young-Ju Cho, Heejun Park

引用数: 66 • 2023

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

Xiao Li, V. Kumar

引用数: 51 • 2019

Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?

Laurens De Gauquier, Kim Willems, Hoang-Long Cao, Bram Vanderborght, Malaika Brengman

引用数: 40 • 2022

Finding, training and keeping the best service workers

Karen Kuemmler, Brian H. Kleiner

引用数: 37 • 1996

Customer service through AI-Powered human-robot relationships: Where are we now? The case of Henn na cafe, Japan

Jo�ão Reis

引用数: 35 • 2024

When interacting with a service robot is (not) satisfying: The role of customers’ need for social sharing of emotion

Mathieu Lajante, Dewi Tojib, TingHin Ho

引用数: 34 • 2023

Human employees versus robotic employees: Customers and hotel managers’ perceived experience at unmanned smart hotels

Fan Cheong, Rob Law

引用数: 34 • 2023

Feasibility of warehouse drone adoption and implementation

Edward Companik, Michael Gravier, Martin T. Farris

引用数: 34 • 2018

Nice surprise, more present than a machine

Kirsikka Kaipainen, Aino Ahtinen, Aleksi Hiltunen

引用数: 32 • 2018

Customer Service with AI-Powered Human-Robot Collaboration (HRC): A Literature Review

Diogo Leocádio, Leonel Guedes, José Valente de Oliveira, Jo�ão Reis, Nuno Mel�ão

引用数: 29 • 2024

Artificial Intelligence (Ai) In The Food And Beverage Industry: Improves The Customer Experience

Yun Seng Cheong, Choon Sen Seah, Yin Xia Loh, Li Har Loh

引用数: 29 • 2021