...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...

... are the drivers of service quality as humans become replaced by robots? Do typical service quality attributes such as assurance still apply or are newer robot-related attributes needed to understand customer responses to robot-based service? RO2: Additional research is needed to better understand how...