001437863 000__ 03543cam\a2200589\i\4500
001437863 001__ 1437863
001437863 003__ OCoLC
001437863 005__ 20230309004236.0
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001437863 007__ cr\un\nnnunnun
001437863 008__ 210702s2021\\\\gw\a\\\\ob\\\\000\0\eng\d
001437863 020__ $$a9783658344405$$q(electronic bk.)
001437863 020__ $$a3658344407$$q(electronic bk.)
001437863 020__ $$z9783658344399
001437863 020__ $$z3658344393
001437863 0247_ $$a10.1007/978-3-658-34440-5$$2doi
001437863 035__ $$aSP(OCoLC)1258673596
001437863 040__ $$aYDX$$beng$$erda$$epn$$cYDX$$dGW5XE$$dOCLCO$$dOCLCF$$dUKAHL$$dOCLCO$$dOCLCQ
001437863 049__ $$aISEA
001437863 050_4 $$aTJ211.49$$b.M47 2021
001437863 08204 $$a629.8/924019$$223
001437863 1001_ $$aMerkle, Moritz,$$eauthor.
001437863 24510 $$aHumanoid service robots :$$bcustomer expectations and customer responses /$$cMoritz Merkle.
001437863 264_1 $$aWiesbaden :$$bSpringer Gabler,$$c[2021]
001437863 264_4 $$c©2021
001437863 300__ $$a1 online resource :$$billustrations (some color)
001437863 336__ $$atext$$btxt$$2rdacontent
001437863 337__ $$acomputer$$bc$$2rdamedia
001437863 338__ $$aonline resource$$bcr$$2rdacarrier
001437863 4901_ $$aNeue Perspektiven der marktorientierten Unternehmensführung,$$x2626-1499
001437863 504__ $$aIncludes bibliographical references.
001437863 5050_ $$a1 Introduction -- 2 Conceptual Background -- 3 Method -- 4 Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters -- 5 Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots -- 6 Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight -- 7 Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction -- 8 Overall Discussion.
001437863 506__ $$aAccess limited to authorized users.
001437863 520__ $$aBased on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories. About the Author Moritz Merkle completed his doctoral studies at the Technical University of Darmstadt supervised by Prof. Dr. Dr. Ruth Stock-Homburg. Today he is postdoctoral researcher and habilitation candidate in the field of service marketing.
001437863 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed July 6, 2021).
001437863 650_0 $$aAndroids.
001437863 650_0 $$aRobotics$$xHuman factors.
001437863 650_0 $$aHuman-robot interaction.
001437863 650_0 $$aCustomer services.
001437863 650_6 $$aAndroïdes.
001437863 650_6 $$aRobotique$$xFacteurs humains.
001437863 650_6 $$aInteraction homme-robot.
001437863 650_6 $$aService à la clientèle.
001437863 655_0 $$aElectronic books.
001437863 77608 $$iPrint version:$$aMerkle, Moritz.$$tHumanoid service robots.$$dWiesbaden : Springer Gabler, [2021]$$z3658344393$$z9783658344399$$w(OCoLC)1250514151
001437863 830_0 $$aGabler research.$$pNeue Perspektiven der marktorientierten Unternehmensführung.$$x2626-1499
001437863 852__ $$bebk
001437863 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-658-34440-5$$zOnline Access$$91397441.1
001437863 909CO $$ooai:library.usi.edu:1437863$$pGLOBAL_SET
001437863 980__ $$aBIB
001437863 980__ $$aEBOOK
001437863 982__ $$aEbook
001437863 983__ $$aOnline
001437863 994__ $$a92$$bISE