Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference
 EMAC 2024 Annual
 EMAC 2024 Regional Conference

EMAC 2024 Annual


Transforming Captive Service Experiences and Compliance Dynamics Through Robots
(A2024-118571)

Published: May 28, 2024

AUTHORS

Qingxuan Zhang, University of Melbourne; Liliana Bove, The University of Melbourne; Daiane Scaraboto, Faculty of Business and Economics, University of Melbourne

ABSTRACT

This paper explores the impact of service robots replacing frontline employees (FLEs) in captive service settings. Employing qualitative methods, we analyze consumer and FLE experiences following the introduction of robots. Results show robots alleviate consumer anxiety and enhance fairness perceptions, while also reducing FLE work demands. This study extends the theory of mind perceptions, offering insights as to why service robots are superior to human officers for consumer compliance in captive service encounters.