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Humanoid Service Robots

Customer Expectations and Customer Responses

  • Book
  • © 2021

Overview

Authors:
  1. Moritz Merkle

    1. Department of Law and Economics, Technical University of Darmstadt, Darmstadt, Germany

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Table of contents (8 chapters)

  1. Front Matter

    Pages i-xxii
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  2. Introduction

    • Moritz Merkle
    Pages 1-13

  3. Conceptual Background

    • Moritz Merkle
    Pages 15-76

  4. Method

    • Moritz Merkle
    Pages 77-111

  5. Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters

    • Moritz Merkle
    Pages 113-129

  6. Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots

    • Moritz Merkle
    Pages 131-144

  7. Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight

    • Moritz Merkle
    Pages 145-172

  8. Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction

    • Moritz Merkle
    Pages 173-189

  9. Overall Discussion

    • Moritz Merkle
    Pages 191-200

  10. Back Matter

    Pages 201-232
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Keywords

About this book

Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.

Authors and Affiliations

  • Department of Law and Economics, Technical University of Darmstadt, Darmstadt, Germany

    Moritz Merkle

About the author

Moritz Merkle completed his doctoral studies at the Technical University of Darmstadt supervised by Prof. Dr. Dr. Ruth Stock-Homburg. Today he is postdoctoral researcher and habilitation candidate in the field of service marketing.

Bibliographic Information

  • Book Title: Humanoid Service Robots

  • Book Subtitle: Customer Expectations and Customer Responses

  • Authors: Moritz Merkle

  • Series Title: Neue Perspektiven der marktorientierten Unternehmensführung

  • DOI: https://doi.org/10.1007/978-3-658-34440-5

  • Publisher: Springer Gabler Wiesbaden

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2021

  • Softcover ISBN: 978-3-658-34439-9Published: 28 June 2021

  • eBook ISBN: 978-3-658-34440-5Published: 27 June 2021

  • Series ISSN: 2626-1499

  • Series E-ISSN: 2626-1529

  • Edition Number: 1

  • Number of Pages: XXII, 232

  • Number of Illustrations: 23 b/w illustrations, 6 illustrations in colour

  • Topics: Management, Business and Management, general

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