Humanoid service robots : customer expectations and customer responses / Moritz Merkle.
Merkle, Moritz, author.
2021
TJ211.49 .M47 2021
Available Online

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Title
Humanoid service robots : customer expectations and customer responses / Moritz Merkle.
Author
Merkle, Moritz, author.
ISBN
9783658344405 (electronic bk.)
3658344407 (electronic bk.)
9783658344399
3658344393
DOI
https://doi.org/10.1007/978-3-658-34440-5
Published
Wiesbaden : Springer Gabler, [2021]
Copyright
©2021
Language
English
Description
1 online resource : illustrations (some color)
Item Number
10.1007/978-3-658-34440-5 doi
Call Number
TJ211.49 .M47 2021
Dewey Decimal Classification
629.8/924019
Summary
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.
Bibliography, etc. Note
Includes bibliographical references.
Access Note
Access limited to authorized users.
Source of Description
Online resource; title from PDF title page (SpringerLink, viewed July 6, 2021).
Series
Gabler research. Neue Perspektiven der marktorientierten Unternehmensführung. 2626-1499
Available in Other Form
Humanoid service robots.
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1 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.

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