Human employees and service robots in the service encounter and the role of attribution of theory of mind-Reference-Cited by-同舟云学术

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Human employees and service robots in the service encounter and the role of attribution of theory of mind

Published:2024-11 Issue: Volume:81 Page:103964
ISSN:0969-6989
Container-title:Journal of Retailing and Consumer Services
language:en
Short-container-title:Journal of Retailing and Consumer Services

Author:

Söderlund Magnus^ORCID

Publisher

Elsevier BV

Reference102 articles.

1. Salesperson empathy and listening: impact on relationship outcomes;Aggarwal;J. Market. Theor. Pract.,2005

2. Customer satisfaction and word of mouth;Anderson;J. Serv. Res.,1998

3. Customer satisfaction, market share, and profitability: findings from Sweden;Anderson;J. Market.,1994

4. Money for nothing: the impact of compensation on customers' bad-mouthing in service recovery encounters;Arsenovic;Market. Lett.,2023

5. The use of Net Promoter Score (NPS) to predict sales growth: insights from an empirical investigation;Baehre;J. Acad. Market. Sci.,2022

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