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Keywords: Robotic involvement
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Journal Articles
Robotic involvement in the service encounter: a value-centric experience framework and empirical validation
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Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (5): 783–812.
Published: 09 June 2021
...Laurie Wu; Alei Fan; Yang Yang; Zeya He Purpose Taking a mixed-method approach, this research developed and validated a novel, value-centric experience framework delineating robotic involvement in the service encounter and its subsequent impact on customers' experiences. Design/methodology...
