Humanoid Service Robots: Customer Expectations and Customer Responses
Gespeichert in:
1. Verfasser: | |
---|---|
Format: | Abschlussarbeit Buch |
Sprache: | English |
Veröffentlicht: |
Wiesbaden
Springer Gabler
[2021]
|
Schriftenreihe: | Neue Perspektiven der marktorientierten Unternehmensführung
Research |
Schlagworte: | |
Online-Zugang: | Inhaltstext Inhaltsverzeichnis |
Beschreibung: | xxii, 232 Seiten Illustrationen, Diagramme 21 cm x 14.8 cm |
ISBN: | 9783658344399 3658344393 |
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Datensatz im Suchindex
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adam_text | CONTENTS
1
INTRODUCTION
..............................................................................................
1
1.1
MANAGERIAL
RELEVANCE
.....................................................................
1
1.2
SCIENTIFIC
RELEVANCE
.........................................................................
5
1.3
GOALS
AND
RESEARCH
QUESTIONS
.......................................................
8
1.4
STRUCTURE
............................................................................................
10
2
CONCEPTUAL
BACKGROUND
.........................................................................
15
2.1
BASIC
DEFINITIONS
............................................................................
16
2.2
LITERATURE
REVIEW
............................................................................
28
2.3
THEORETICAL
BACKGROUND
...................................................................
56
3
METHOD
.....................................................................................................
77
3.1
CONSTRUCT
MEASUREMENT
.................................................................
77
3.2
DATA
ANALYSIS
METHODS
.................................................................
99
4
STUDY
1:
A
SERVICE
ROBOT
ACCEPTANCE
MODEL:
CUSTOMER
ACCEPTANCE
OF
HUMANOID
ROBOTS
DURING
SERVICE
ENCOUNTERS
..........
113
4.1
INTRODUCTION
....................................................................................
113
4.2
THEORETICAL
BACKGROUND
.................................................................
116
4.3
QUALITATIVE
STUDY
ON
SOCIAL
ROBOT
ACCEPTANCE
(STUDY
I)
..............
117
4.4
TESTING
THE
SOCIAL
ROBOT
ACCEPTANCE
MODEL
(STUDY
II)
...............
119
4.5
EXPERIMENTAL
STUDY
.........................................................................
121
4.6
RESULTS
.............................................................................................
125
4.7
DISCUSSION
........................................................................................
128
5
STUDY
2:
A
CROSS-COUNTRY
COMPARISON
OF
ATTITUDES
TOWARD
HUMANOID
SERVICE
ROBOTS
.......................................................................
131
5.1
INTRODUCTION
....................................................................................
131
XV
XVI
CONTENTS
5.2
THEORETICAL
BACKGROUND
..................................................................
134
5.3
HYPOTHESES
.......................................................................................
136
5.4
EMPIRICAL
BASIS
................................................................................
138
5.5
RESULTS
...............................................................................................
139
5.6
DISCUSSION
.........................................................................................
142
6
STUDY
3:
BEYOND
THE
CALL
OF
DUTY:
THE
IMPACT
OF
INNOVATIVE
SERVICE
BEHAVIOR
BY
ROBOTS
ON
CUSTOMER
DELIGHT
.............................
145
6.1
INTRODUCTION
.....................................................................................
145
6.2
THEORETICAL
BACKGROUND
..................................................................
148
6.3
FRAMEWORK
AND
HYPOTHESES
............................................................
150
6.4
EMPIRICAL
STUDIES
............................................................................
155
6.5
INNOVATIVE
SERVICE
BEHAVIOR
IN
A
FAILURE-FREE
SERVICE
ENCOUNTER
(STUDY
I)
..........................................................................
162
6.6
INNOVATIVE
SERVICE
BEHAVIOR
AFTER
A
SERVICE
FAILURE
(STUDY
II)
.......................................................................................................
167
6.7
DISCUSSION
.........................................................................................
167
7
STUDY
4:
CUSTOMER
RESPONSES
TO
SERVICE
ROBOTS:
COMPARING
HUMAN-ROBOT
INTERACTION
WITH
HUMAN-HUMAN
INTERACTION
............
173
7.1
INTRODUCTION
.....................................................................................
173
7.2
LITERATURE
.........................................................................................
175
7.3
CONCEPTUAL
BACKGROUND
..................................................................
176
7.4
HYPOTHESES
DEVELOPMENT
................................................................
179
7.5
DATA
COLLECTION
................................................................................
181
7.6
RESULTS
...............................................................................................
183
7.7
DISCUSSION
.........................................................................................
186
8
OVERALL
DISCUSSION
...................................................................................
191
8.1
OVERALL
SCIENTIFIC
CONTRIBUTION
........................................................
192
8.2
OVERALL
MANAGERIAL
CONTRIBUTION
...................................................
196
8.3
OVERALL
LIMITATIONS
AND
RECOMMENDED
AREAS
FOR
FUTURE
RESEARCH
...........................................................................................
198
REFERENCES
.........................................................................................................
201
|
adam_txt |
CONTENTS
1
INTRODUCTION
.
1
1.1
MANAGERIAL
RELEVANCE
.
1
1.2
SCIENTIFIC
RELEVANCE
.
5
1.3
GOALS
AND
RESEARCH
QUESTIONS
.
8
1.4
STRUCTURE
.
10
2
CONCEPTUAL
BACKGROUND
.
15
2.1
BASIC
DEFINITIONS
.
16
2.2
LITERATURE
REVIEW
.
28
2.3
THEORETICAL
BACKGROUND
.
56
3
METHOD
.
77
3.1
CONSTRUCT
MEASUREMENT
.
77
3.2
DATA
ANALYSIS
METHODS
.
99
4
STUDY
1:
A
SERVICE
ROBOT
ACCEPTANCE
MODEL:
CUSTOMER
ACCEPTANCE
OF
HUMANOID
ROBOTS
DURING
SERVICE
ENCOUNTERS
.
113
4.1
INTRODUCTION
.
113
4.2
THEORETICAL
BACKGROUND
.
116
4.3
QUALITATIVE
STUDY
ON
SOCIAL
ROBOT
ACCEPTANCE
(STUDY
I)
.
117
4.4
TESTING
THE
SOCIAL
ROBOT
ACCEPTANCE
MODEL
(STUDY
II)
.
119
4.5
EXPERIMENTAL
STUDY
.
121
4.6
RESULTS
.
125
4.7
DISCUSSION
.
128
5
STUDY
2:
A
CROSS-COUNTRY
COMPARISON
OF
ATTITUDES
TOWARD
HUMANOID
SERVICE
ROBOTS
.
131
5.1
INTRODUCTION
.
131
XV
XVI
CONTENTS
5.2
THEORETICAL
BACKGROUND
.
134
5.3
HYPOTHESES
.
136
5.4
EMPIRICAL
BASIS
.
138
5.5
RESULTS
.
139
5.6
DISCUSSION
.
142
6
STUDY
3:
BEYOND
THE
CALL
OF
DUTY:
THE
IMPACT
OF
INNOVATIVE
SERVICE
BEHAVIOR
BY
ROBOTS
ON
CUSTOMER
DELIGHT
.
145
6.1
INTRODUCTION
.
145
6.2
THEORETICAL
BACKGROUND
.
148
6.3
FRAMEWORK
AND
HYPOTHESES
.
150
6.4
EMPIRICAL
STUDIES
.
155
6.5
INNOVATIVE
SERVICE
BEHAVIOR
IN
A
FAILURE-FREE
SERVICE
ENCOUNTER
(STUDY
I)
.
162
6.6
INNOVATIVE
SERVICE
BEHAVIOR
AFTER
A
SERVICE
FAILURE
(STUDY
II)
.
167
6.7
DISCUSSION
.
167
7
STUDY
4:
CUSTOMER
RESPONSES
TO
SERVICE
ROBOTS:
COMPARING
HUMAN-ROBOT
INTERACTION
WITH
HUMAN-HUMAN
INTERACTION
.
173
7.1
INTRODUCTION
.
173
7.2
LITERATURE
.
175
7.3
CONCEPTUAL
BACKGROUND
.
176
7.4
HYPOTHESES
DEVELOPMENT
.
179
7.5
DATA
COLLECTION
.
181
7.6
RESULTS
.
183
7.7
DISCUSSION
.
186
8
OVERALL
DISCUSSION
.
191
8.1
OVERALL
SCIENTIFIC
CONTRIBUTION
.
192
8.2
OVERALL
MANAGERIAL
CONTRIBUTION
.
196
8.3
OVERALL
LIMITATIONS
AND
RECOMMENDED
AREAS
FOR
FUTURE
RESEARCH
.
198
REFERENCES
.
201 |
any_adam_object | 1 |
any_adam_object_boolean | 1 |
author | Merkle, Moritz |
author_GND | (DE-588)1237125537 |
author_facet | Merkle, Moritz |
author_role | aut |
author_sort | Merkle, Moritz |
author_variant | m m mm |
building | Verbundindex |
bvnumber | BV047380641 |
classification_rvk | QR 560 |
ctrlnum | (OCoLC)1263263055 (DE-599)DNB1233374915 |
discipline | Wirtschaftswissenschaften |
discipline_str_mv | Wirtschaftswissenschaften |
format | Thesis Book |
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genre | (DE-588)4113937-9 Hochschulschrift gnd-content |
genre_facet | Hochschulschrift |
id | DE-604.BV047380641 |
illustrated | Illustrated |
index_date | 2024-07-03T17:47:28Z |
indexdate | 2024-07-10T09:10:32Z |
institution | BVB |
institution_GND | (DE-588)1043386068 |
isbn | 9783658344399 3658344393 |
language | English |
oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-032782235 |
oclc_num | 1263263055 |
open_access_boolean | |
owner | DE-384 DE-29T |
owner_facet | DE-384 DE-29T |
physical | xxii, 232 Seiten Illustrationen, Diagramme 21 cm x 14.8 cm |
publishDate | 2021 |
publishDateSearch | 2021 |
publishDateSort | 2021 |
publisher | Springer Gabler |
record_format | marc |
series2 | Neue Perspektiven der marktorientierten Unternehmensführung Research |
spelling | Merkle, Moritz Verfasser (DE-588)1237125537 aut Humanoid Service Robots Customer Expectations and Customer Responses Moritz Merkle Wiesbaden Springer Gabler [2021] xxii, 232 Seiten Illustrationen, Diagramme 21 cm x 14.8 cm txt rdacontent n rdamedia nc rdacarrier Neue Perspektiven der marktorientierten Unternehmensführung Research Dissertation Technische Universität Darmstadt 2020 Humanoider Roboter (DE-588)7576811-2 gnd rswk-swf Serviceroboter (DE-588)4396128-9 gnd rswk-swf Dienstleistungsangebot (DE-588)4224244-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Service Robots Human-Robot Interaction Humanoid Robots Digitalisation of Customer Service Service Interactions Robotization (DE-588)4113937-9 Hochschulschrift gnd-content Humanoider Roboter (DE-588)7576811-2 s Serviceroboter (DE-588)4396128-9 s Kundenmanagement (DE-588)4236865-0 s DE-604 Dienstleistungsangebot (DE-588)4224244-7 s Verbraucherzufriedenheit (DE-588)4129147-5 s Springer Fachmedien Wiesbaden (DE-588)1043386068 pbl Erscheint auch als Online-Ausgabe 978-3-658-34440-5 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=23b246761f1d4035bbfe33ea695a2c78&prov=M&dok_var=1&dok_ext=htm Inhaltstext DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032782235&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p dnb 20210512 DE-101 https://d-nb.info/provenance/plan#dnb |
spellingShingle | Merkle, Moritz Humanoid Service Robots Customer Expectations and Customer Responses Humanoider Roboter (DE-588)7576811-2 gnd Serviceroboter (DE-588)4396128-9 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
subject_GND | (DE-588)7576811-2 (DE-588)4396128-9 (DE-588)4224244-7 (DE-588)4236865-0 (DE-588)4129147-5 (DE-588)4113937-9 |
title | Humanoid Service Robots Customer Expectations and Customer Responses |
title_auth | Humanoid Service Robots Customer Expectations and Customer Responses |
title_exact_search | Humanoid Service Robots Customer Expectations and Customer Responses |
title_exact_search_txtP | Humanoid Service Robots Customer Expectations and Customer Responses |
title_full | Humanoid Service Robots Customer Expectations and Customer Responses Moritz Merkle |
title_fullStr | Humanoid Service Robots Customer Expectations and Customer Responses Moritz Merkle |
title_full_unstemmed | Humanoid Service Robots Customer Expectations and Customer Responses Moritz Merkle |
title_short | Humanoid Service Robots |
title_sort | humanoid service robots customer expectations and customer responses |
title_sub | Customer Expectations and Customer Responses |
topic | Humanoider Roboter (DE-588)7576811-2 gnd Serviceroboter (DE-588)4396128-9 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
topic_facet | Humanoider Roboter Serviceroboter Dienstleistungsangebot Kundenmanagement Verbraucherzufriedenheit Hochschulschrift |
url | http://deposit.dnb.de/cgi-bin/dokserv?id=23b246761f1d4035bbfe33ea695a2c78&prov=M&dok_var=1&dok_ext=htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032782235&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
work_keys_str_mv | AT merklemoritz humanoidservicerobotscustomerexpectationsandcustomerresponses AT springerfachmedienwiesbaden humanoidservicerobotscustomerexpectationsandcustomerresponses |