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Keywords: Technological coercion
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2026) 40 (5): 659–677.
Published: 09 January 2026
... in which perceived technological coercion and robot unresponsiveness trigger emotional dissonance and cognitive load, respectively. The authors use a mixed-method, multistudy design comprising a 2 × 2 lab experiment and a field-based critical incident survey. Moderated mediation analyses are used to test...
