Humanoid Service Robots: Customer Expectations and Customer Responses (Neue Perspektiven der marktorientierten Unternehmensf�hrung)

Moritz Merkle

ISBN 10: 3658344393 / ISBN 13: 9783658344399

Published by Springer Gabler 2021-06-28, 2021

About this Item

Seller Inventory # 6666-IUK-9783658344399

Bibliographic Details

• Title: Humanoid Service Robots: Customer Expectations and Customer Responses (Neue Perspektiven der marktorientierten Unternehmensf�hrung)
• Publisher: Springer Gabler 2021-06-28
• Publication Date: 2021
• Language: English
• ISBN 10: 3658344393
• ISBN 13: 9783658344399
• Binding: Paperback
• Condition: New

About this title

Synopsis

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.