SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success
16 references·0 citing·46 second hop
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020)Robots or frontline employees? Exploring …Brave new world: service robots in the frontline (2018)Brave new world: service robo…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…Domo Arigato Mr. Roboto (2016)Domo Arigato Mr. RobotoAn Updated and Streamlined Technology Readiness Index (2014)An Updated and Streamlined Te…Whither Services Marketing? (2004)Whither Services Marketing?Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…An Attributional Theory of Motivation and Emotion (1986)An Attributional Theory of Mo…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A theory of motivation for some classroom experiences. (1979)A theory of motivation for so…The processes of causal attribution. (1973)The processes of causal attri…The Psychology of Interpersonal Relations. (1958)The Psychology of Interperson…A Theory of Social Comparison Processes (1954)Cognitive, social, and physiological determinants of emotional state. (1962)Self-Concept: Validation of Construct Interpretations (1976)The Intuitive Psychologist And His Shortcomings: Distortions in the Attribution Process (1977)The social psychology of creativity: A componential conceptualization. (1983)The Principles of Psychology (1891)Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. (2000)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)The Concept of Mind (2006)Principles Of Gestalt Psychology (2013)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer repurchase intention (2003)Understanding Customer Experience Throughout the Customer Journey (2016)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)Generalized expectancies for internal versus external control of reinforcement. (1966)Cognitive Therapy and the Emotional Disorders (1975)An attributional theory of achievement motivation and emotion. (1985)Illusion and well-being: A social psychological perspective on mental health. (1988)Attaining Self-Regulation (2000)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)The critical incident technique. (1954)Zero defections: quality comes to services. (1990)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Satisfaction: a behavioral perspective on the consumer (2010)Emotional Intelligence: Why It Can Matter More Than IQ (1995)Affective Computing (1997)Evolving to a New Dominant Logic for Marketing (2003)How artificial intelligence will change the future of marketing (2019)A strategic framework for artificial intelligence in marketing (2020)Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Social cognitive theory of self-regulation (1991)Classrooms: Goals, structures, and student motivation. (1992)Well-being : the foundations of hedonic psychology (1999)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1958The Psychology of Interpersonal Relations.11,886 cited
  • 1986An Attributional Theory of Motivation and Emotion5,025 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 1973The processes of causal attribution.4,066 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,753 cited
  • 1979A theory of motivation for some classroom experiences.2,547 cited
  • 2018Brave new world: service robots in the frontline2,415 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 2014An Updated and Streamlined Technology Readiness Index1,573 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 2016Domo Arigato Mr. Roboto1,387 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2004Whither Services Marketing?1,251 cited
  • Cited by

    No citing works inside the corpus for this window.