Keywords: Retail
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Journal Articles
Journal of Service Management (2023) 34 (3): 467–492.
Published: 13 September 2022
...Kim Willems; Nanouk Verhulst; Laurens De Gauquier; Malaika Brengman Purpose Service robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs...

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