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Humanoid Service Robots

Name: Humanoid Service Robots
Brand: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
SKU: 36611803
Price: 97.18 EUR
Availability: InStock
Author: Moritz Merkle
ISBN: 9783658344399

Moritz Merkle

Jezik

Angleščina

Knjiga Mehka

Koda Libristo: 36611803

Založba Springer-Verlag Berlin and Heidelberg GmbH & Co. KG, junij 2021

Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the f... Celoten opis

Koda Libristo: 36611803

236 b

97.18 €

Na zalogi pri dobavitelju Odposlali bomo v 5-8 dneh

Do 30 dni za vračilo

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.