The Role of Physical Interference Modes in Robotic Service Failures: Implications for Customer Comfort and Desired Service Outcomes
Funder: The Marketing TrustDuration: August 2023 - May 2024
This research uniquely aims to demonstrate how various modes of interference by humans and other robots result in key desirable outcomes for practitioners: how comfortable the customer feels and how favourable customers perceive the service robot. Specifically, we aim to understand customer attitudes and comfort levels when a service fails due to human versus robot interference, and whether customer aggression affects these outcomes.
People
| Name | Telephone | Office | ||
|---|---|---|---|---|
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Dr Ezgi Merdin Uygur Lecturer in Digital Marketing (Principal investigator)
T: +44 (0)1895 265321
E: ezgi.merdinuygur@brunel.ac.uk |
+44 (0)1895 265321 | ezgi.merdinuygur@brunel.ac.uk | ESGW 202-PD33 |