Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?
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DOI: 10.1016/j.ijhm.2020.102501
Abstract: Abstract The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is… read more here.
Keywords: service failure; human staff; service; customer ... See more keywords