Service level objective

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

Understanding and Improving Consumer Reactions to Service Bots

Noah Castelo, Johannes Boegershausen, Christian Hildebrand, Alexander P. Henkel

Citations: 169 • 2023

The impact of service principal (service robot vs. human staff) on service quality: The mediating role of service principal attribute

Shengliang Zhang, Zhenran Hu, Xiaodong Li, Ai Ren

Citations: 76 • 2022

Research on service robot adoption under different service scenarios

Yun Liu, Xingyuan Wang, Shuyang Wang

Citations: 55 • 2021

A contingency-based approach to service robot design: Role of robot capabilities and personalities

M.S. Balaji, Priyanka Sharma, Yangyang Jiang, Xiya Zhang, Steven T. Walsh, Abhishek Behl, Kokil Jain

Citations: 18 • 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

How Do Customers Respond to Robotic Service? A Scenario-Based Study from the Perspective of Uncertainty Reduction Theory

Yanqing Lin, Xun Zhou, Wenjie Fan

Citations: 10 • 2021

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Badra Sandamali Galdolage

Citations: 8 • 2021

The more human-like the better? Effect of anthropomorphic level on customer intention to participate in AI service recovery

Meng­meng Song, Wenjing Jiang, Xinyu Xing, Jian Mou, Yucong Duan

Citations: 5 • 2025