... to be customer oriented. In four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different settings. FLEs are perceived as more customer-oriented than FLRs due to higher competence and warmth evaluations. A relational interaction style...

...Daniel Maar; Ekaterina Besson; Hajer Kefi Purpose This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers' chatbot-related attitudes and usage intentions in service retailing...

... in Northern Europe, which were pursuing service-led growth. Findings – The effects of service infusion processes on the sales function could be seen with respect to the three parts of the analytical framework: organization, roles, and competences. The results illustrate the need for a changed...