Humanoid Service Robots : Customer Expectations and Customer Responses
1st ed. 2021
Book Details
Format
Paperback / Softback
ISBN-10
3658344393
ISBN-13
9783658344399
Edition
1st ed. 2021
Publisher
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Imprint
Springer Gabler
Country of Manufacture
GB
Country of Publication
GB
Publication Date
Jun 28th, 2021
Print length
232 Pages
Product Classification:
Management & management techniquesCustomer services
Ksh 16,200.00
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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. After service failures, customers are even more likely to forgive service robots than human employees.
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. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.
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