EAN: 9783658344399

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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.

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