Service robots and artificial intelligence promise to increase productivity reduce costs, prompting substantial growth in sales of service research dedicated understanding their implications. Nevertheless, marketing on this phenomenon is scarce. To establish some fundamental insights related domain, the current article seeks complement robots' human-likeness with investigations factors that managers must choose for implemented setting. A three-part framework, comprised robot design, customer...

This article introduces customer stewardship control (CSC) to the marketing field. concept represents a frontline employee's felt ownership of and moral responsibility for customers’ overall welfare. In two studies, authors show that CSC is more encompassing construct than orientation, which reflects focus on meeting needs. They provide evidence former potent in shaping in- extra-role employee behaviors. Moreover, they highlight how operates conjunction with an organization's agency system:...

Abstract Because of continuous improvements in their underlying technologies, customers perceive frontline robots as social actors with a high level humanness, both appearance and behavior. Advancing from mere theoretical contributions to this study field, article proposes empirically validates the humanness‐value‐loyalty model (HVL model). This analyzes what extent robots' perceived physical human‐likeness, competence, warmth affect customers' service value expectations and, subsequently,...

Purpose Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works predominantly conceptual nature. The purpose of paper is to provide valuable empirical insights by building attribution theory. Design/methodology/approach Two vignette-based experimental were employed. Data collected from US respondents who randomly assigned scenarios focusing hotel’s reception service and restaurant’s waiter service. Findings Results indicate...

Service robots are taking over the frontline. They can possess three types of artificial intelligence (AI): mechanical, thinking, and feeling AI. Although these intelligences determine how service help customers, not much is known about customers respond to different intelligence. This paper addresses this gap, builds on appraisal theory emotions, employs online experiments one field study demonstrate that have emotional responses Particularly, influence AI positive emotions becomes stronger...

In this article, the authors propose that in a multichannel environment, evaluative conflicts (dissynergies) between service channels exist. Building on status quo bias theory, they develop model relates offline channel satisfaction to perceptions about new self-service channel. Data were collected from 639 customers currently using investment banking. Results show reduces perceived usefulness and enhances risk of online These inhibiting effects represent bias. Trust bank shows both...

Abstract Purpose – Service firms recognize the need to introduce new technologies stay in market, or retain their competitive advantage compared rivals. Introducing an organization is by no means easy and poses many challenges like acceptance adoption of employees. The technology model (TAM) has often been applied explain individual use. In previous studies, extended with different constructs, including personal related factors. Also management support training have shown positively...

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries dynamics. simultaneous influence experience on satisfaction examined means nonlinear structural equation modeling. Results show that functional-utilitarian attributes (availability, efficiency, fulfillment, privacy) lose their capability to delight customers as matures. In contrast, hedonic (design,...

Employees increasingly co-produce services with artificial intelligence (AI). Focusing on system design, this research uncovers (1) which features qualify an AI as a so-called collaborative (CI) system, (2) to what extent CI systems influence work-related employee outcomes, and (3) relate outcomes. Based extensive literature review qualitative study, we demarcate from related concepts—such hybrid intelligence, collective human-AI teaming—and identify five relevant features: engagement,...

Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer levels. The purpose of this paper is investigate how customers use attributions adjust their perceptions relational value. Design/methodology/approach Drawing on attribution and relationship marketing theories, study proposes a conceptual model includes benefit cost attributions, antecedents, consequences. Survey data came...

Many empirical studies have focused on understanding the frontline role process, which reflects chain of effects including antecedents and outcomes employees’ in-role behavior extra-role behavior. A close examination past findings reveals discrepancies across cultures. This meta-analysis provides insights into moderating national culture process. We build theory to consolidate behavior’s reflect expectations emanating from four stakeholders role: organization, manager, peers, customers....

Purpose Although consumers feel that the move toward service robots in frontline so far was driven by firms' strive to replace human agents and realize cost savings accordingly, COVID-19 pandemic has led customers appreciate robots' ability provide services ways keep them safe protected from virus. Still, research on this topic is scant. This article offers guidance providing a theoretical backdrop for safety perspective robots, as well outlining typology researchers practitioners can use...

The purpose of this study is to investigate white collar employees' temporary relief strategies workplace boredom. Building on self-regulation theory we define two responses: engaging in distraction and work indifference. We also whether some individuals are more likely engage these than others by considering employee competencies: time management skills proactiveness skills. Better understanding may help managers remedy boredom problems before serious costs incurred. collected data from 166...

Purpose Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the and its offerings toward customers. However, this approach is not without risk customers may be disappointed even frustrated with advocacy behavior many encounters. The purpose of paper study impact FLEs’ on customer satisfaction encounter, identify conditions under which effects are detrimental. This specifically considers...

A new product's success in the marketplace largely depends on salesforce actions. Many B2B salespeople display conservatism when confronted with products their portfolio, such that they maximize efforts to sell existing before engaging product. So far, it is unclear whether this conservative selling behavior (CSB) harmful product performance, and how can be managed. Building perceived risk processing theory, employing multi-level structural equation modeling a multi-source dataset, authors...

When manufacturers introduce a new product to the market, downstream retail partners are faced with inherent trade‐offs. Retail sales personnel have support product's introduction substantial efforts but also sell existing products in stock, before storage and devaluation costs spin out of control. This study shows how managers can guide personnel's performance selling, respectively. The authors argue that manager may prioritize selling products, or both (i.e., an ambidextrous orientation)....

Self-tracking technologies (STTs) in the form of smart devices and mobile applications enable consumers to monitor, analyze, interpret personal performance data on health physical or financial well-being. As a result self-tracking, are not only expected check their more actively but also implement service professionals’ advice improve well-being accurately. Despite growing popularity STTs, empirical evidence extent which STT use enhances compliance remains scant. A field experiment with 538...