... delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters. Design/methodology/approach This study employs a mixed-method approach, whereby an in-depth qualitative study (study 1...

...) on customer satisfaction. Specifically, compared to those who have received help from employees, customers who have received help from other customers showed lower satisfaction toward the firm. The relationship between sources of help and satisfaction was mediated by an affective factor, embarrassment...