Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?
Ting Hin Ho, Dewi Tojib, Yelena Tsarenko
Topics & Concepts
Service recoveryService (business)Service delivery frameworkService guaranteeService designService level objectiveBusinessMarketingCustomer Service AssuranceCustomer advocacyService product managementProcess managementService qualityAI in Service InteractionsCustomer Service Quality and LoyaltyService and Product Innovation