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Keywords: Service robot
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Journal Articles
Journal of Service Theory and Practice (2023) 33 (6): 842–872.
Published: 09 October 2023
..., when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands. Originality/value This study examines the nature of the relationship between anticipated...
Journal Articles
Journal of Service Theory and Practice (2023) 33 (1): 72–88.
Published: 28 December 2022
... effect the customer satisfaction. Chunhao Ma can be contacted at: machunhoo@163.com 03 03 2022 02 07 2022 23 09 2022 10 11 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Service robot Service failure Service...
Journal Articles
Sarah Dodds, Rebekah Russell–Bennett, Tom Chen, Anna-Sophie Oertzen, Luis Salvador-Carulla, Yu-Chen Hung
Journal of Service Theory and Practice (2022) 32 (1): 75–99.
Published: 04 January 2022
... realities. The paper explains how healthcare services should pay attention to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support...
