Humanoid Service Robots: Customer Expectations and Customer Responses - Neue Perspektiven der marktorientierten Unternehmensfuhrung - Moritz Merkle - Books - Springer Fachmedien Wiesbaden - 9783658344399 - June 28, 2021
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Moritz Merkle
Humanoid Service Robots: Customer Expectations and Customer Responses - Neue Perspektiven der marktorientierten Unternehmensfuhrung 1st ed. 2021 edition

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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. After service failures, customers are even more likely to forgive service robots than human employees.

232 pages, 6 Illustrations, color; 23 Illustrations, black and white; XXII, 232 p. 29 illus., 6 illu

Media Books     Paperback Book   (Book with soft cover and glued back)
Released June 28, 2021
ISBN13 9783658344399
Publishers Springer Fachmedien Wiesbaden
Pages 232
Dimensions 150 × 220 × 10 mm   ·   454 g
Language German  

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