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Humanoid Service Robots - Customer Expectations and Customer Responses (Paperback, 1st ed. 2021) Loot Price: R2,625
Discovery Miles 26 250
Repayment Terms: R246 pm x 12*
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Humanoid Service Robots - Customer Expectations and Customer Responses (Paperback, 1st ed. 2021): Moritz Merkle

Humanoid Service Robots - Customer Expectations and Customer Responses (Paperback, 1st ed. 2021)

Moritz Merkle

Series: Neue Perspektiven der marktorientierten Unternehmensfuhrung

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Loot Price R2,625 Discovery Miles 26 250 | Repayment Terms: R246 pm x 12*

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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.

General

Imprint: Springer Gabler
Country of origin: Germany
Series: Neue Perspektiven der marktorientierten Unternehmensfuhrung
Release date: June 2021
First published: 2021
Authors: Moritz Merkle
Dimensions: 210 x 148mm (L x W)
Format: Paperback
Pages: 232
Edition: 1st ed. 2021
ISBN-13: 978-3-658-34439-9
Categories: Books > Business & Economics > Business & management > Management & management techniques > General
Books > Business & Economics > Business & management > Sales & marketing > Customer services
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LSN: 3-658-34439-3
Barcode: 9783658344399

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