Titlebook: Humanoid Service Robots; Customer Expectation Moritz Merkle Book 2021 The Editor(s) (if applicable) and The Author(s), under exclusive lice

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https://doi.org/10.1007/978-3-658-34440-5Service Robots; Human-Robot Interaction; Humanoid Robots; Digitalisation of Customer Service; Service In

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978-3-658-34439-9The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Fachmedien Wies

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空中

Introduction,Since more than half a century ago, we are relying on robots. It started with the robot Unimate that General Motors applied at their automotive production line in 1961. Soon, many other industrial robots of the first generation followed in the automotive industry.

groggy

Mutter

關心

Method,heoretical basics, this chapter covers the methodical fundamentals for the further analysis of the research questions. Complying with the ambition of this thesis, it is the goal to meet the methodical requirements of the current state of marketing research.

Colonoscopy

Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Iit compares customers’ satisfaction in a service robot interaction depending on a service failure with the customers’ satisfaction in a frontline service employee interaction. On a theoretical basis, extant literature on the uncanny valley paradigm proposed that service robots would create lower satisfaction than human frontline employees would.

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