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Keywords: Framing
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Journal Articles
Call it robot: anthropomorphic framing and failure of self-service technologies
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (3): 272–287.
Published: 03 November 2023
...Ada Maria Barone; Emanuela Stagno; Carmela Donato Purpose The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious...
