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Keywords: Frontline service employees
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2022) 33 (2): 363–388.
Published: 17 November 2021
... identifies important factors that enable and restrict frontline service employees' (FSEs’) WTC with robots. Originality/value This is the first paper that investigates the appraisal of CSRs from the perspective of frontline employees. The research contributes to the limited research on human–robot...
