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.

ABSTRACT
INTRODUCTION
LITERATURE REVIEW
HYPOTHESES
EMPIRICAL STUDY
CONCLUSION & FURTHER RESEARCH
REFERENCES

• Carmen-Maria Albrecht(University of Applied Sciences Muenster, Germany)
• Mathis Honekamp(University of Applied Sciences Muenster, Germany)