Humanoid Service Robots: Customer Expectations and Customer Responses

Moritz Merkle investigates the introduction of humanoid robots in customer-centric service encounters, focusing on customer expectations and responses. He identifies desirable robotic behavioral cues and demonstrates that service robots are widely accepted, even after service failures. Managing customer expectations based on cultural dimensions and internal reference categories is crucial.

Format: Paperback / softback
Length: 232 pages
Publication date: 28 June 2021
Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG

Moritz Merkle delves into the captivating realm of humanoid robots in the customer-centric service encounter, employing a comprehensive approach that centers around customer expectations and responses. Through a meticulous examination of four empirical studies, the author uncovers the intriguing dynamics of introducing these advanced machines to the frontline service environment.

In this insightful exploration, Merkle identifies key desirable robotic behavioral cues that resonate with customers, fostering a profound sense of acceptance and trust. What's particularly noteworthy is that service robots, in the wake of service failures, exhibit an extraordinary capacity for forgiveness, surpassing even human employees in the eyes of customers. This remarkable finding underscores the profound impact that technology can have on customer relationships, as it empowers businesses to transcend traditional boundaries and deliver exceptional experiences.

Furthermore, Merkle emphasizes the critical importance of managing customer expectations that are intricately intertwined with cultural dimensions and internal reference categories. Recognizing the diverse backgrounds and perspectives of customers, businesses must adapt their service strategies to cater to the unique needs and values of each individual. By embracing cultural sensitivity and understanding, organizations can create a seamless and personalized service experience that leaves a lasting impression on their customers.

In conclusion, Moritz Merkle's research sheds light on the transformative power of humanoid robots in the customer service landscape. By focusing on customer expectations and responses, the author highlights the potential for these machines to enhance customer experiences, foster forgiveness, and drive cultural sensitivity. As businesses continue to embrace technological advancements, it is essential to align their service strategies with the evolving needs and desires of their customers, ensuring that the human touch remains central to their interactions.

Weight: 454g
Dimension: 210 x 148 (mm)
ISBN-13: 9783658344399
Edition number: 1st ed. 2021