..., specifically, a custom-made serial mediation model where effects of cross-modal congruency were channeled through telepresence and warmth/competence with familiarity with the service provider included as a moderator. Category knowledge and involvement were included as controls. Study 2 additionally accounted...

... customers’ power distance belief (PDB) influences their perceptions of FLEs’ warmth and competence when FLEs perform extra-role helping behaviors. Design/methodology/approach Four experiments were conducted to test the hypotheses. The first three experiments used a one factor two-level (PDB: low vs high...

...-creation and co-destruction Social robots in services Warmth Competence Social robots, defined as fully or partially automated technologies that co-create value with humans through their social functionalities, represent a rapidly growing element of service industries, where they perform...

...’ social judgements of service providers’ warmth and competence, which ultimately influence customers’ perception of service quality and customer satisfaction. CP refers to “the extent to which customers provide/share information, make suggestions, and become involved in decision making” (Chan et al...

...Yu-Chi Wu; Chin-Shih Tsai; Hsiao-Wen Hsiung; Kuan-Ying Chen Purpose – The purpose of this paper is to develop an instrument to measure service competencies and explore the relationship between service competencies and service quality. Design/methodology/approach – Data were gathered from...

...Piyush Sharma; Zhan Wu Purpose – This paper aims to explore the moderating effects of consumer ethnocentrism and intercultural competence on the impact of service outcome and perceived cultural distance, respectively, on interaction comfort and perceived service quality in intercultural service...