Service provider

Brave new world: service robots in the frontline

Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins

引用数: 2082 • 2018

Domo Arigato Mr. Roboto

Jenny van Doorn, Martin Mende, Stephanie Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal, J. Andrew Petersen

引用数: 1237 • 2016

Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses

Martin Mende, Maura L. Scott, Jenny van Doorn, Dhruv Grewal, Ilana Shanks

引用数: 1098 • 2019

Engaged to a Robot? The Role of AI in Service

Ming‐Hui Huang, Roland T. Rust

引用数: 1014 • 2020

Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption

Teresa Fernandes, Elisabete Oliveira

引用数: 571 • 2020

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson

引用数: 541 • 2020

Service robots in the domestic environment

Jodi Forlizzi, Carl DiSalvo

引用数: 509 • 2006

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

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

引用数: 448 • 2020

Service Robots: Drivers of Perceived Responsibility for Service Outcomes

Moritz Jörling, Robert Böhm, Stefanie Paluch

引用数: 318 • 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

引用数: 292 • 2020

Replaced by a Robot: Service Implications in the Age of the Machine

Fraser McLeay, Victoria‐Sophie Osburg, Vignesh Yoganathan, Anthony Patterson

引用数: 258 • 2020

Corporate Digital Responsibility in Service Firms and Their Ecosystems

Jochen Wirtz, Werner H. Kunz, Nicole Hartley, James Tarbit

引用数: 253 • 2022

Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms

Xuying Leo, Young Eun Huh

引用数: 245 • 2020

Retail Branding and Customer Loyalty: an overview

Dhruv Grewal, Michael Lévy, Donald R. Lehmann

引用数: 188 • 2004

Service robots or human staff: How social crowding shapes tourist preferences

Yuansi Hou, Ke Zhang, Gang Li

引用数: 172 • 2020

Understanding and Improving Consumer Reactions to Service Bots

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

引用数: 169 • 2023

A Systematic Review of Artificial Intelligence and Robots in Value Co-creation: Current Status and Future Research Avenues

Valtteri Kaartemo, Anu Helkkula

引用数: 153 • 2018

How Smart Should a Service Robot Be?

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

引用数: 151 • 2022

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

Alei Fan, Luorong Wu, Anna S. Mattila

引用数: 148 • 2016

The service triad: an empirical study of service robots, customers and frontline employees

Gaby Odekerken‐Schröder, Kars Mennens, Mark Steins, Dominik Mahr

引用数: 142 • 2021