Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …

Purpose Service robots can offer benefits to consumers (eg convenience, flexibility,
availability, efficiency) and service providers (eg cost savings), but a lack of trust hinders …

The growth of artificial intelligence (AI) and its applications in business has proliferated in
recent years. Businesses have started adopting various technology practices relevant to …

The present research focuses on the interplay between two common features of the
customer service chatbot experience: gaze direction and anthropomorphism. Although the …

It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …

While the debate on online service failure and recovery strategies has been given
considerable attention in the marketing and information systems literature, the evolving …

Self-service technology (SST) benefits e-commerce firms by increasing operational
efficiency and reducing labor costs, while it also challenges firms in that service resources …

In recent years, marketers have placed increased reliance upon artificial intelligence (AI)
and, subsequently, the use of virtual agents in customer service contexts is on the rise …

Nowadays, advanced interactive in-store technologies provide brick-and-mortar retailers
with a wide range of opportunities to interact with customers. Based on a comprehensive …

Full automation and self-service technologies have become popular in service marketing.
However, customers often face multiple issues when dealing with self-service technologies …