... application in service research of the EmpaToM experimental procedure from social neuroscience to explore the social cognition dynamic between customers and service agents at the service encounter. The COVID-19 pandemic has accelerated customers’ acceptance of robot-delivered services (Kim et al...

... substantiations to existing theory and previous studies. Mexico Service encounter Perceived justice Service satisfaction Behavioral intention Perceived justice is commonly examined in the service literature because of its important impact on service receiver behavior (Del Rio-Lanza et al...

...Göran Svensson; Carmen Padin Purpose The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic...