Customer satisfaction

Robots at work: People prefer—and forgive—service robots with perceived feelings.

Kai Chi Yam, Yochanan Bigman, Pok Man Tang, Remus Ilieș, David De Cremer, Harold Soh, Kurt Gray

Citations: 314 • 2020

When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type

Yanya Ruan, József Mezei

Citations: 202 • 2022

How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context

Yaou Hu, Hyounae Min, Na Su

Citations: 140 • 2021

Attachment styles moderate customer responses to frontline service robots: Evidence from affective, attitudinal, and behavioral measures

Rumen Pozharliev, Matteo De Angelis, D. Rossi, Simona Romani, Willem Verbeke, Patrizia Cherubino

Citations: 75 • 2021

Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction

Meng­meng Song, Jingzhe Du, Xinyu Xing, Jian Mou

Citations: 71 • 2022

The role of service robots in enhancing customer satisfaction in embarrassing contexts

Luan Guo, Liduo Gong, Ziyang Xu, Wei Wang, Ming‐Hsiang Chen

Citations: 47 • 2024

Asymmetrical Influences of Service Robots’ Perceived Performance on Overall Customer Satisfaction: An Empirical Investigation Leveraging Online Reviews

Matteo Borghi, Marcello M. Mariani

Citations: 45 • 2023

Designing and Implementing a Human–Robot Team for Social Interactions

Kuanhao Zheng, Dylan F. Glas, Takayuki Kanda, Hiroshi Ishiguro, Norihiro Hagita

Citations: 44 • 2013

Customer feedback gathering and management tools for product-service system design

Dimitris Mourtzis, Ekaterini Vlachou, Vasilios Zogopoulos, Ravi Kumar Gupta, Farouk Belkadi, Adel Debbache, Alain Bernard

Citations: 43 • 2018

The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond

Seon Hee Kim, Se Ran Yoo, Hyeon-Mo Jeon

Citations: 40 • 2021

Passengers’ Perceptions and Satisfaction with Digital Technology Adopted by Airlines during COVID-19 Pandemic

Nirajan Shiwakoti, Qiming Hu, Ming Kin Pang, Tsz Mei Cheung, Zhengkai Xu, Hongwei Jiang

Citations: 39 • 2022

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Matteo Borghi, Marcello M. Mariani, Rodrigo Perez‐Vega, Jochen Wirtz

Citations: 39 • 2023

Robot service failure: the double-edged sword effect of emotional labor in service recovery

Yunxia Shi, Rumeng Zhang, Chunhao Ma, Lijie Wang

Citations: 37 • 2022

Does robotic service improve restaurant consumer experiences? An application of the value-co-creation framework

Namrata Jain, Bingjie Liu-Lastres, Han Wen

Citations: 37 • 2021

The impact of customer perceived value on customer satisfaction and loyalty toward the food delivery robot service

Chanmi Hong, Eun-Kyong Choi, Hyun-Woo Joung, Hak‐Seon Kim

Citations: 35 • 2023

Human employees versus robotic employees: Customers and hotel managers’ perceived experience at unmanned smart hotels

Fan Cheong, Rob Law

Citations: 34 • 2023

Impact of the introduction of service robots on consumer satisfaction: Empirical evidence from hotels

Xiaojun Wu, Yixi Huo

Citations: 33 • 2023

Customer Responses to Service Robots – Comparing Human-Robot Interaction with Human-Human Interaction

Moritz Merkle

Citations: 28 • 2019

Aspect-based sentiment analysis on online customer reviews: a case study of technology-supported hotels

İbrahim Akın Özen, Eda Özgül Katlav

Citations: 27 • 2023

Evaluation of a Multi-robot Cafe Based on Service Quality Dimensions

Takeshi Morita, Naho Kashiwagi, Ayanori Yorozu, Hideo Suzuki, Takahira Yamaguchi

Citations: 26 • 2019