Customer Service Assurance
Related papers: 7
Top Researchers
Top Cited Papers
Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?
Ting Hin Ho, Dewi Tojib, Yelena Tsarenko
Citations: 184 • 2020
Customer comfort during service robot interactions
Marc Becker, Dominik Mahr, Gaby Odekerken‐Schröder
Citations: 70 • 2022
Research on service robot adoption under different service scenarios
Yun Liu, Xingyuan Wang, Shuyang Wang
Citations: 55 • 2021
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals
Bart Larivière, Katrien Verleye, Arne De Keyser, Klaas Koerten, Alexander Lennart Schmidt
Citations: 27 • 2024
Human vs. robot service provider agents in service failures: comparing customer dissatisfaction and the mediating role of forgiveness and service recovery expectation
Zuwen Huang, Ada Lo
Citations: 12 • 2025
RETRACTED: Power Intelligent Customer Service Robot Based on Artificial Intelligence
Chen Lin
Citations: 5 • 2021
Key Factors Influencing the Degree of Acceptance of an Intelligent Customer Service System - A Literature Review
Yunhuan Jia, Zhe Chen
Citations: 3 • 2023