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020 _a9783658344405
024 7 _a10.1007/978-3-658-34440-5
_2doi
040 _aES-VaU
_bspa
_cES-VaU
_dES-VaU
050 4 _aHD28-70
_b2021 EB
100 1 _aMerkle, Moritz.
_eautor.
_4aut
_4http://id.loc.gov/vocabulary/relators/aut
245 0 0 _aHumanoid Service Robots :
_bCustomer Expectations and Customer Responses
_cby Moritz Merkle
250 _a1st ed. 2021.
264 1 _aWiesbaden
_c2021
_bSpringer International Publishing
300 _a1 recurso en línea
336 _atexto
_btxt
_2rdacontent
337 _aelectrónico
_bc
_2rdamedia
338 _arecurso electrónico
_bcr
_2rdacarrier
490 0 _aNeue Perspektiven der marktorientierten Unternehmensführung
_x2626-1529
505 0 _a1 Introduction -- 2 Conceptual Background -- 3 Method -- 4 Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters -- 5 Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots -- 6 Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight -- 7 Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction -- 8 Overall Discussion.
520 _aBased 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. About the Author Moritz Merkle completed his doctoral studies at the Technical University of Darmstadt supervised by Prof. Dr. Dr. Ruth Stock-Homburg. Today he is postdoctoral researcher and habilitation candidate in the field of service marketing.
856 4 0 _uhttps://go.openathens.net/redirector/universidadeuropea.es?url=https://doi.org/10.1007/978-3-658-34440-5
_zAcceso a este recurso digital (usuarios Universidad Europea de Valencia)
942 _2lcc
_cLE
988 _aSpringer_Business_2021
999 _c239129
_d239129