Customer experience

Transforming the Customer Experience through New Technologies

Wayne D. Hoyer, Mirja Kroschke, Bernd H. Schmitt, Karsten Kraume, Venkatesh Shankar

Citations: 957 • 2020

Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings

Dhruv Grewal, Mirja Kroschke, Martin Mende, Anne L. Roggeveen, Maura L. Scott

Citations: 146 • 2020

Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences

Dhruv Grewal, Sabine Benoit, Stephanie Noble, Abhijit Guha, Carl-Philip Ahlbom, Jens Nordfält

Citations: 97 • 2023

The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Jingyan Gao, Lina Ren, Yang Yang, Duo Zhang, Lan Li

Citations: 87 • 2022

Artificial intelligence enabled robots for stay experience in the hospitality industry in a smart city

Shivam Gupta, Sachin Modgil, Choong‐Ki Lee, Minsook Cho, Yae‐Na Park

Citations: 76 • 2022

Nice surprise, more present than a machine

Kirsikka Kaipainen, Aino Ahtinen, Aleksi Hiltunen

Citations: 32 • 2018

The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities

Aikaterini Manthiou, Philipp Klaus

Citations: 29 • 2022

Social robot-delivered customer-facing services: an assessment of the experience

Santiago Forgas‐Coll, Rubén Huertas-García, Antonio Andriella, Guillem Alenyà

Citations: 27 • 2023

The Rise of Service Robots in Retailing: Literature Review on Success Factors and Pitfalls

Laurens De Gauquier, Malaika Brengman, Kim Willems

Citations: 22 • 2020

Technology and the Future of Customer Experience

Vandana Srivastava, Sanjeev Kishore ., Deepika Dhingra

Citations: 12 • 2021

Are We Already Living with Skynet? Anthropomorphic Artificial Intelligence to Enhance Customer Experience

Rakibul Hasan, Park Thaichon, Scott Weaven

Citations: 12 • 2021

Prospects for Artificial Intelligence Implementation to Design Personalized Customer Engagement Strategies

Ram Kishen, Satyendra Upadhyay, Feba Jaimon, Sawmini Suresh, NelliKozlova, Svetlana Bozhuk, Angela Bahauovna Mottaeva, Sergey Barykin

Citations: 11 • 2021

Robotic dining delight: Unravelling the key factors driving customer satisfaction in service robot restaurants using PLS-SEM and ML

Vinod Sharma, Manohar Kapse, Jeanne Poulose, Yogesh Mahajan

Citations: 11 • 2023

How Cyber Security Enhances Trust and Commitment to Customer Retention: The Mediating Role of Robotic Service Quality

Roshan Panditharathna, Fábio Vinícius de Macedo Bergamo, Dominic Appiah, Peter R.J. Trim, Yang‐Im Lee

Citations: 10 • 2024

A Study on the Experience Economy Examining a Robot Service in the Restaurant Industry Based on Demographic Characteristics

Kyuhyeon Joo, Heather Markham Kim, Jinsoo Hwang

Citations: 10 • 2023

Advancements in arena technology: Enhancing customer experience and employee adaptation in the tourism and hospitality industry

Birendra Kishore Roy, Sandilyan Ramanujam Pagaldiviti

Citations: 9 • 2023

A Study on the Effects of the Use Intention of Service Robots by Potential Customers

Nam-Gue Park, Sanghyuk Suh, Myeong‐Suk Kim

Citations: 5 • 2013

Service robots and memorable customer experience: The influence of perceived anthropomorphism

Miguel Ángel Moliner Tena, Luís J. Callarisa-Fiol, Javier Sánchez, Rosa María Rodríguez Artola

Citations: 4 • 2025

Is high realism more effective in addressing customer responses of humanoid robot? – The mediation role of perceived trust

Ke Ma, Xiaojie Duan, Wengang Liu, Mingfu Zheng

Citations: 4 • 2025

A Field Study on Polish Customers’ Attitude Towards a Service Robot in a Cafe

Maria Kiraga, Zofia Samsel, Bipin Indurkhya

Citations: 3 • 2023