.... On the emotional side, customer existential authenticity (CEA) reflects an individual’s internal alignment and emotional engagement during service experiences (Song et al., 2025). In both traditional and robotic service contexts, CEA has been linked to enhanced emotional resonance, meaning-making...

...Hanqun Song; Huijun Yang; Erose Sthapit Purpose Using cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer existential authenticity and customer revisit intention – on diners...