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Keywords: Customer surprise
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Journal Articles
Robots vs humans: an examination of emotional and cognitive responses in upselling and cross-selling
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Journal of Hospitality and Tourism Technology (2025) 16 (4): 725–745.
Published: 09 January 2025
...Janelle Chan Purpose Besides the mainstream discussion around customer expectation, this study aims to review would customer surprise be influential in up- and cross-selling. Although hotel customers are becoming more used to robotic services, due to a negative impression of the robot’s lack...
