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Keywords: Robot capabilities
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Journal Articles
Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction
Available to Purchase
International Journal of Contemporary Hospitality Management (2025) 37 (3): 1016–1035.
Published: 13 January 2025
...M.S. Balaji; Yangyang Jiang; Xiya Zhang Purpose Customer value co-creation in robots-mediated hospitality encounters involves active collaboration between customers and robots. In such encounters, robot capabilities, which are their functionalities or operational competences, and robot...
Includes: Supplementary data
