... by malfunction. The study finds no impact of anxiety on trust. In case of customer engagement, attitude is the most significant factor followed by enjoyment and perceived trust. Lastly, the study confirms the moderating impact of robot service quality on the relationship between customer engagement...

... literature and the broader literature on digital marketing and human–computer interaction. Xiaotong Li can be contacted at: lixi@uah.edu 16 07 2022 09 10 2022 14 12 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Customer...

... that within the context of customer engagement, four critical parameters (“satisfaction”, “loyalty/advocacy”, “recruitment/retention” and “customer losses”) impact on customer touch‐points. Research limitations/implications The study is characterised by two limitations. The first is that the respondents...