Customer Responses to Robotic Innovative Behavior Cues During the Service Encounter
Ruth Stock, Moritz Merkle · TUbilio (Technical University of Darmstadt) · 2018
Innovative Service Behavior (ISB) and its influence on customer responses was examined in a laboratory study with 132 participants at the service encounter comparing human-robot interactions with human-human interactions. Using a 2 x 2 experimental design