Purpose Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The purpose underlying paper is to take transformative research perspective on how robots can be deployed advancing well-being these spur robotic service (RTSR). Design/methodology/approach This follows...

Purpose Social robots increasingly adopt service roles in the marketplace. While research is beginning to unravel implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data assuming such roles. The purpose this paper synthesize these findings from role perspective with aim advancing human–robot interaction (HRSI). Design/methodology/approach A systematic review more than 10,000 articles revealed 149 HRSI-related papers across disciplines....

Purpose This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward organizations through their self-conscious emotions. The moderating roles empathic tendencies and source are also examined. Design/methodology/approach In two scenario-based experiments by adopting a multifoci approach, severity mistreatment (aggression vs incivility no-mistreatment) (employee-to-employee customer-to-customer) were manipulated test...

Purpose The purpose of this paper is to provide a comprehensive meta-analytic examination the relationship between employee age and customer mistreatment. Drawing on socioemotional selectivity theory taking cross-cultural cross-sectoral differences into account making country-level occupation-level comparisons possible for uncovering when matters, role decreasing mistreatment examined. Design/methodology/approach data comprises 103 independent samples collected from 48,067 frontline...

Abstract This paper focuses on the economic and psychological vulnerabilities that are intensified due to effects of COVID‐19 pandemic individuals' health, education living standards. The deteriorating mental financial conditions individuals, called vulnerability, have made an impact consumers' consumption patterns habits. study has proposed when consumer increase, consumers will be more likely express prosocial behaviours assume higher social capital change may influence their regulations....

Purpose In the era of technological advancements such as artificial intelligence and robotics, working environment service employees is changing, need to self-regulate their learning efforts has reached a pinnacle. The purpose this study investigate how supportive resources (organizational investments in social capital, supervisor support favorable customer feedback) facilitate employees' self-regulated competencies (SRLCs) individual factors (self-efficacy goal orientation) regulate...

This study investigates the impact of race on Customer Service Quality Expectations (SQE) using Similarity-Attraction Perspective within context all interacting service actors, including customers, providers, and other customers. A thorough literature review racial effects in environments is followed by a 2 (Service Actor Race: White vs. Black) × Role: Provider Other Customers) (Context: Experience Credence) experimental with Black The revealed that customer Perceptions Similarity (PSIM)...

This study aims to present a holistic perspective on schadenfreude in the context of consumption and provide framework that theoretically explains social-psychological mechanisms behind consumers' schadenfreude. For this purpose, systematic literature review integrating studies has been conducted our current study. A integrates contexts is employed. Drawing appraisal theory social comparison framework, general overarching explaining market consumption-related elicit its consumer...

Purpose This study aims to understand the characteristics and formation of artists’ production sensibilities relations with other actors within an emerging hybrid art market structure. Design/methodology/approach To unravel senses map out relationships structures in context this study, qualitative methods, including in-depth interviews analysis secondary data sources, were applied. Findings The authors describe three market-based relationship logics rooted artist artwork’s diverse role...

Dönüştürücü tüketici araştırması olarak tasarlanan bu çalışma, pandeminin tüketiciler üzerindeki etkilerini ana hatlarıyla tüketim alışkanlıklarındaki değişim, kırılganlık, bireysel yılmazlık, sosyal sermaye ve tüketimde özdenetim üzerinden inceleyerek politika önerileri getirmeyi amaçlanmıştır. Bu amaçla değişkenler, salgının görece kontrol altına alınabildiği Temmuz–Ağustos 2020 döneminde ikinci dalgasının yoğun hissedildiği Kasım–Aralık olmak üzere panel veri (N= 616) şeklinde...

Purpose -Construct clarity and overlapping problems are obvious in management marketing literatures.Moreover, they cause serious methodological problems.It is vital to provide meaningful definition classification procedures for phenomena.Current paper argues that defining classifying constructs using hierarchical approach can clear practically construct definitions classifications.Methodology -Current reviews articles the fields of management, psychology order procedure.Authors also apply...