... the work engagement-customer service evaluations link within the context of technology-mediated voice-to-voice encounters. Moreover, we extend prior work by examining how work engagement influences customer service evaluations depending on the outcome of the service encounter (positive or negative...

... 01 2022 31 01 2022 01 02 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service robots Robotics AI Artificial intelligence Service encounter Chatbot Conversational agent Service robots are omnipresent today...

... 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...

...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...

... from encounter data adds a valuable methodology to customer service management. Detecting unsatisfied customers already during the service encounter enables service providers to immediately address service failures, start recovery actions early and, thus, reduce customer attrition. In addition...

...Arne De Keyser; Sarah Köcher; Linda Alkire (née Nasr); Cédric Verbeeck; Jay Kandampully Purpose Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore...

...), to behave as brand advocates by engaging in favorable communication about the brand and its offerings toward customers. However, this approach is not without risk as customers may be disappointed or even frustrated with brand advocacy behavior in many service encounters. The purpose of this paper...

... re-use rights only Decision making Qualitative research Service encounter Customer behaviour Experimental research Upselling Consider the following situation: you have recently reserved a room in a hotel of your choice for your upcoming vacation. Given that there was a wide range...

... and employees in intercultural service encounters (ICSEs). Design/methodology/approach – The authors used a 2×2×3 between-subjects experimental design with Chinese undergraduate students, manipulating service role (customer and employee), outcome (failure and success) and PCD (low, medium and high...

...., 2005). Therefore, service organizations find it difficult to identify, understand, and adopt knowledge about the value-creation processes that customers experience. Service innovation Experience Customer behavior Customer requirements Service delivery system Service encounter Service...

...Cécile Delcourt; Dwayne D. Gremler; Allard C.R. van Riel; Marcel van Birgelen Purpose During service encounters, it has been suggested that emotionally competent employees are likely to succeed in building rapport with their customers, which in turn often leads to customer satisfaction and loyalty...