Humanoid Service Robots Customer Expectations And Customer Responses
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Humanoid Service Robots Customer Expectations And Customer Responses
Based On Four Empirical Studies, Moritz Merkle Examines The Introduction Of Humanoid Robots To The Frontline Service Encounter In A Customer-centric Approach Focusing On Customer Expectations And Customer Responses. The Author Identifies Desirable Robotic Behavioral Cues And Shows That Service Robots Meet Great Acceptance Among Customers. After Service Failures, Customers Are Even More Likely To Forgive Service Robots Than Human Employees.
- 品牌: Springer Nature B.V
- 类别: 商业、 金融与法律
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语言: English
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作者: Moritz Merkle
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出版日期: 2021-06-28
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页数: 256
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出版社／标签: Springer Nature B.V
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格式: Paperback
- Fruugo ID: 547392713-1105322402
- ISBN: 9783658344399
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