Customer's perceptions of human features in frontline robots, consequences for service value and loyalty: Frontline Robots in Services.
Daniel BelancheLuis Vicente CasalóCarlos FlaviánPublished in: Interacción (2019)
Keyphrases
- service quality
- customer service
- customer satisfaction
- service providers
- human robot interaction
- mobile robot
- human robot
- artificial agents
- service discovery
- service composition
- robotic systems
- information services
- service oriented
- web services
- cooperative
- potential customers
- multi robot
- service selection
- robot behavior
- human users
- service requirements
- end users
- service management
- web service composition
- call center
- customer loyalty
- humanoid robot
- autonomous robots
- customer support
- service provision
- feature set
- electronic commerce
- quality of service
- service systems
- context aware
- value added services
- customer data
- ubiquitous computing
- loosely coupled
- service integration