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Humanoid Service Robots
- Customer Expectations and Customer Responses
Engelsk Paperback
Humanoid Service Robots
- Customer Expectations and Customer Responses
Engelsk Paperback

907 kr
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Om denne bog
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.
Product detaljer
Sprog:
Engelsk
Sider:
232
ISBN-13:
9783658344399
Indbinding:
Paperback
Udgave:
ISBN-10:
3658344393
Kategori:
Udg. Dato:
28 jun 2021
Længde:
0mm
Bredde:
148mm
Højde:
210mm
Forlag:
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Oplagsdato:
28 jun 2021
Forfatter(e):
Kategori sammenhænge