Start Date

13-12-2018 12:00 AM

Description

Innovative Service Behavior (ISB) and its influence on customer responses was examined in a laboratory study with 132 participants at the service encounter comparing human-robot interactions with human-human interactions. Using a 2 x 2 experimental design

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Dec 13th, 12:00 AM

Customer Responses to Robotic Innovative Behavior Cues During the Service Encounter

Innovative Service Behavior (ISB) and its influence on customer responses was examined in a laboratory study with 132 participants at the service encounter comparing human-robot interactions with human-human interactions. Using a 2 x 2 experimental design