Humanoid Service Robots: Customer Expectations and Customer Responses by Moritz

Description: Humanoid Service Robots by Moritz Merkle 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. After service failures, customers are even more likely to forgive service robots than human employees. FORMAT Paperback LANGUAGE English CONDITION Brand New Publisher Description 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. Back Cover 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. Author Biography 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. Table of Contents 1 Introduction.- 2 Conceptual Background.- 3 Method.- 4 Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters.- 5 Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots.- 6 Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight.- 7 Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction.- 8 Overall Discussion. Details ISBN3658344393 Author Moritz Merkle Short Title Humanoid Service Robots Language English Year 2021 ISBN-10 3658344393 ISBN-13 9783658344399 Format Paperback Subtitle Customer Expectations and Customer Responses Publisher Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Edition 1st Imprint Springer Gabler Country of Publication Germany Pages 232 Publication Date 2021-06-28 UK Release Date 2021-06-28 Illustrations 6 Illustrations, color; 23 Illustrations, black and white; XXII, 232 p. 29 illus., 6 illus. in color. Edition Description 1st ed. 2021 Series Neue Perspektiven der marktorientierten UnternehmensfÜhrung DEWEY 658.812 Audience Professional & Vocational We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:137897922;

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