... their intention to revisit. Grounded in cognitive appraisal theory ( CAT ), this study aims to explore how perceived process fluency and team cohesion impact revisit intention through the mediating roles of robotic service authenticity, customer delight and existential authenticity. Design/methodology/approach...

...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...