@article{1437863,
      recid = {1437863},
      author = {Merkle, Moritz,},
      title = {Humanoid service robots : customer expectations and  customer responses /},
      pages = {1 online resource :},
      abstract = {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.},
      url = {http://library.usi.edu/record/1437863},
      doi = {https://doi.org/10.1007/978-3-658-34440-5},
}