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Humanoid Service Robots: Customer Expectations and Customer Responses (Neue Perspektiven der marktorientierten Unternehmensführung) - Softcover

Merkle, Moritz

 
9783658344399: Humanoid Service Robots: Customer Expectations and Customer Responses (Neue Perspektiven der marktorientierten Unternehmensführung)
Softcover
ISBN 10: 3658344393 ISBN 13: 9783658344399
Verlag: Springer Gabler, 2021

Inhaltsangabe

Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.

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Über die Autorin bzw. den Autor

Moritz Merkle completed his doctoral studies at the Technical University of Darmstadt supervised by Prof. Dr. Dr. Ruth Stock-Homburg. Today he is postdoctoral researcher and habilitation candidate in the field of service marketing.

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Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.

About the Author
Moritz Merkle completed his doctoral studies at the Technical University of Darmstadt supervised by Prof. Dr. Dr. Ruth Stock-Homburg. Today he is postdoctoral researcher and habilitation candidate in the field of service marketing.

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Verlag
Springer Gabler
Erscheinungsdatum
2021
Sprache
Englisch
ISBN 10 
3658344393
ISBN 13 
9783658344399
Einband
Taschenbuch
Auflage
1
Anzahl der Seiten
256
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