...Yi Li; Chongli Wang; Bo Song Purpose This paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer...

...Maarten Volkers Purpose This article demonstrates that the type of service setting and the first interaction with an employee influences the customers' intention to stay or leave during an unsatisfactory service encounter, and that these effects are mediated by social lock-in, which describes...