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ABSTRACT: Supplementary information
The online version contains supplementary material available at 10.1007/s11747-022-00862-x.
SUBMITTER: Holthower J
PROVIDER: S-EPMC9019535 | biostudies-literature | 2022 Apr
REPOSITORIES: biostudies-literature
Holthöwer Jana J van Doorn Jenny J
Journal of the Academy of Marketing Science 20220420
Although robots are increasingly used in service provision, research cautions that consumers are reluctant to accept service robots. Five lab, field, and online studies reveal an important boundary condition to earlier work and demonstrate that consumers perceive robots less negatively when human social presence is the source of discomfort. We show that consumers feel less judged by a robot (vs. a human) when having to engage in an embarrassing service encounter, such as when acquiring medicatio ...[more]