Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model

Volume: 38, Issue: 12, Pages: 2357 - 2376
Published: Jun 28, 2021
Abstract
Because of continuous improvements in their underlying technologies, customers perceive frontline robots as social actors with a high level of humanness, both in appearance and behavior. Advancing from mere theoretical contributions to this study field, this article proposes and empirically validates the humanness-value-loyalty model (HVL model). This study analyzes to what extent robots' perceived physical human-likeness, perceived competence,...
Paper Details
Title
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Published Date
Jun 28, 2021
Journal
Volume
38
Issue
12
Pages
2357 - 2376
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