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.



Citation:

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.

Authors

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



Volume

NA - Advances in Consumer Research Volume 48 | 2020



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