KOREASCHOLAR

CONSUMERS’ PERCEPTIONS OF EMOTIONAL LABOR IN SERVICE ROBOT ENCOUNTERS

Carmen-Maria Albrecht, Mathis Honekamp
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/403087
Download
Global Marketing Conference
2020 Global Marketing Conference at Seoul (2020.11)
pp.1563-1568
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

The experimental study investigates whether customers perceive a service robot as apparently more deep acting than surface acting and whether these perceptions differ for interactions with human service employees and humanoid service robots. Moreover, the role of gender within these service interactions is examined.

Keyword
service robotsservice employeesemotional laborcustomer perceptiongender differencesexperimental study
Table Content
ABSTRACT
INTRODUCTION
LITERATURE REVIEW
HYPOTHESES
EMPIRICAL STUDY
CONCLUSION & FURTHER RESEARCH
REFERENCES
Author
  • Carmen-Maria Albrecht(University of Applied Sciences Muenster, Germany)
  • Mathis Honekamp(University of Applied Sciences Muenster, Germany)