... interrogation. Managers should pay attention to the paradox, given the conflicting perceptions toward interrogative behaviors. Originality/value We advance the hybrid teams literature by drawing on ASP, social cognition and collective mindfulness theories and behaviors that ameliorate customer perceptions...

... cognition concepts to understand customer responses to frontline service (including robotic service) and (3) studies that take a sales perspective, for instance by considering customer journey stages or interaction styles. The authors bridge the FLR and sales/marketing literature by drawing on social...