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“Untact”: a new customer service strategy in the digital age

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Cited by:

  1. Dehling, Noémie, 2023. "Silence in the consumer experience: A conceptualization and research agenda," Journal of Business Research, Elsevier, vol. 165(C).
  2. De Gauquier, Laurens & Willems, Kim & Cao, Hoang-Long & Vanderborght, Bram & Brengman, Malaika, 2023. "Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  3. Hyeon Jo, 2023. "What Drives Recommendation Intention and Loyalty of Online for Offline (O4O) Consumers?," Sustainability, MDPI, vol. 15(6), pages 1-18, March.
  4. Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
  5. Le Nguyen Hau & Pham Ngoc Thuy, 2022. "Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 99-123, March.
  6. Israel Edem Agbehadji & Bankole Osita Awuzie & Alfred Beati Ngowi, 2021. "COVID-19 Pandemic Waves: 4IR Technology Utilisation in Multi-Sector Economy," Sustainability, MDPI, vol. 13(18), pages 1-20, September.
  7. Ostapenko , Roman I., 2021. "Strategies for attracting foreign authors to a new journal," Economic Consultant, Roman I. Ostapenko, vol. 36(4), pages 26-32.
  8. Park, Yookyung & Yi, Youjae, 2022. "Is a gift on sale “heart-discounted†? Givers’ misprediction on the value of discounted gifts and the influence of service robots," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  9. Jiahe Chen & Yu-Wei Chang, 2023. "How smart technology empowers consumers in smart retail stores? The perspective of technology readiness and situational factors," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-24, December.
  10. Marc Becker & Dominik Mahr & Gaby Odekerken-Schröder, 2023. "Customer comfort during service robot interactions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 137-165, March.
  11. Faganel Armand & Jeran Tomaž, 2022. "Developing and Adapting the Existing Automotive Business Model: A Case Study," Economics and Culture, Sciendo, vol. 19(2), pages 5-16, December.
  12. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
  13. Vanda Veréb & Helena Nobre & Minoo Farhangmehr, 2022. "Cosmopolitan tourists: the most resilient travellers in the face of COVID-19," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 503-527, September.
  14. Jonghwa Kim, 2020. "Analysis for Growth Potential in Response to Changes in the Online Food Market," Sustainability, MDPI, vol. 12(11), pages 1-20, May.
  15. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
  16. Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
  17. Nguyen, Luan-Thanh, 2024. "Factors Affecting Service Quality and Satisfaction Customers Use of Mobile Commerce in Ho Chi Minh," MPRA Paper 119906, University Library of Munich, Germany, revised 10 Jan 2024.
  18. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda, 2021. "The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 45-75, March.
  19. Seon Hee Kim & Se Ran Yoo & Hyeon Mo Jeon, 2022. "The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 771-790, September.
  20. Sang M. Lee & DonHee Lee, 2020. "Healthcare wearable devices: an analysis of key factors for continuous use intention," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 503-531, December.
  21. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
  22. Koopo Kwon & Sungchan Jun & Yong-Jae Lee & Sanghei Choi & Chulung Lee, 2022. "Logistics Technology Forecasting Framework Using Patent Analysis for Technology Roadmap," Sustainability, MDPI, vol. 14(9), pages 1-30, April.
  23. Jörg Finsterwalder & Alastair G. Tombs, 2021. "Infusing tribal reciprocity into service research: towards an integrated and dynamic view of repayment, retaliation and restorative justice for regenerative service ecosystem wellbeing," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 563-586, December.
  24. Darshan Pandya & Gopal Kumar, 2023. "Applying Industry 4.0 technologies for the sustainability of small service enterprises," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 37-59, March.
  25. Russell W. Belk & Daniel Belanche & Carlos Flavián, 2023. "Key concepts in artificial intelligence and technologies 4.0 in services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 1-9, March.
  26. Na Rang Kim & Soon Goo Hong, 2020. "Text mining for the evaluation of public services: the case of a public bike-sharing system," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 315-331, September.
  27. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
  28. Young Joong Kim & Jung Sook Park & Hyeon Mo Jeon, 2021. "Experiential Value, Satisfaction, Brand Love, and Brand Loyalty toward Robot Barista Coffee Shop: The Moderating Effect of Generation," Sustainability, MDPI, vol. 13(21), pages 1-16, October.
  29. Farai NYIKA & Mphokhethwa NDOU, 2023. "Investigating Customer Perceptions of Using Internet Services Providers’ Websites to Access Internet Services in Tembisa Township," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(4), pages 18-26, December.
  30. Pei-Ju Wu, 2023. "O2O switching determinants and successful drivers in omnichannel retailing services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 771-788, September.
  31. Santiago Forgas-Coll & Ruben Huertas-Garcia & Antonio Andriella & Guillem Alenyà, 2022. "The effects of gender and personality of robot assistants on customers’ acceptance of their service," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 359-389, June.
  32. Pengyi Shen & Zecong Ma, 2022. "The quality of physical–electronic hybrid services and its impact on customer loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 1065-1080, December.
  33. Nazir, Sajjad & Khadim, Sahar & Ali Asadullah, Muhammad & Syed, Nausheen, 2023. "Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach," Technology in Society, Elsevier, vol. 72(C).
  34. Lee, Sang M. & Lee, DonHee, 2021. "Opportunities and challenges for contactless healthcare services in the post-COVID-19 Era," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
  35. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
  36. Hyejin Yoon & Catherin Song & Myunghee Ha & Chulwon Kim, 2022. "Impact of COVID-19 Pandemic on Virtual Korean Wave Experience: Perspective on Experience Economy," Sustainability, MDPI, vol. 14(22), pages 1-15, November.
  37. Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai, 2022. "Lifelong good soldiers of higher education institutions: driving factors and obstructions of alumni loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 331-357, June.
  38. Jaehun Joo, 2020. "Customers’ psychological ownership toward the third place," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 333-360, September.
  39. Laura Lucia-Palacios & Victoria Bordonoba-Juste & Raúl Pérez-López, 2021. "Consumer-to-consumer reselling adoption among European countries: differences between old and young millennials," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 253-279, June.
  40. Soon Goo Hong & DonHee Lee, 2023. "Development of a citizen participation public service innovation model based on smart governance," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 669-694, September.
  41. Annette Wenninger & Daniel Rau & Maximilian Röglinger, 2022. "Improving customer satisfaction in proactive service design," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1399-1418, September.
  42. Miikka J. Lehtonen & J. Tuomas Harviainen & Annakaisa Kultima, 2023. "How monetization mechanisms in mobile games influence consumers’ identity extensions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 113-136, March.
  43. Sookhwa Jung & Jaewoo Lee, 2022. "Current and future influences of COVID-19 on the knowledge management function of conventions and exhibitions," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 391-410, June.
  44. Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.
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