Work

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

Year: 2020

Type: article

Source: International Journal of Hospitality Management

DOI: 10.1016/j.ijhm.2020.102501

Authors: Ting Hin Ho, Dewi Tojib, Yelena Tsarenko

Institutions: Macquarie University, Monash University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W3010513208

FWCI: 17.76

Cites: 90

Cited by: 205

Related to: 10