How Robotic Customer Service Impacts Consumers’ Evaluation of the Firm

Many firms are replacing human customer service providers with robots, in both physical and digital form. Using real human-robot interactions, we find that consumers perceive firms that do so as less customer-centric, which in turn decreases service satisfaction and willingness to recommend the firm to others.


Noah Castelo, Johannes Boegershausen, Christian Hildebrand, and Alex Henkel (2020) ,"How Robotic Customer Service Impacts Consumers’ Evaluation of the Firm", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1052-1057.


Noah Castelo, Columbia University, USA
Johannes Boegershausen, University of British Columbia, Canada
Christian Hildebrand, University of St. Gallen
Alex Henkel, Open University


NA - Advances in Consumer Research Volume 48 | 2020

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