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Keywords: Interaction style
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing 1–24.
Published: 24 June 2026
...Nivin Vinoi; Amit Shankar Purpose This study aims to investigate how service robot design characteristics influence the propensity for moral disengagement during service failures. Specifically, it examines how two key design characteristics, appearance (humanoid vs android) and interaction style...
Includes: Supplementary data
