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Artificial Intelligence and Robots in the Service Encounter

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  • Paluch, Stefanie
  • Wirtz, Jochen

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  • Paluch, Stefanie & Wirtz, Jochen, 2020. "Artificial Intelligence and Robots in the Service Encounter," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 3-8.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2020-1-3
    DOI: 10.15358/2511-8676-2020-1-3
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    References listed on IDEAS

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    1. Jochen Wirtz, 2019. "Cost-effective service excellence in healthcare," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 98-104, June.
    2. Jochen Wirtz & Valarie Zeithaml, 2018. "Cost-effective service excellence," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 59-80, January.
    3. Jochen Wirtz & Christina Jerger, 2016. "Managing service employees: literature review, expert opinions, and research directions," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 757-788, December.
    4. Thomas Davenport & Abhijit Guha & Dhruv Grewal & Timna Bressgott, 2020. "How artificial intelligence will change the future of marketing," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 24-42, January.
    5. Rust, Roland T., 2020. "The future of marketing," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 15-26.
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    Cited by:

    1. Hantel, Saskia & Benkenstein, Martin, 2020. "Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 237-254.
    2. Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    3. Nenonen, Suvi & Storbacka, Kaj, 2020. "On the Marketness of Markets and Actor Clout: Market-shaping Roles," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(2-3), pages 170-184.

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