Frontline service delivery : the usage of a robot
Etemad-Sajadi, Reza
2021
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Résumé

The objective of this study was to improve the customer experience by focusing on the impact of avatar concierge solution which can be controlled and moved by a human agent with gestures in distance. We want to tend and apply the technology acceptance model (TAM) to service robots designed for improving the customer experience.

Détails

Titre Frontline service delivery : the usage of a robot
Auteur(s)/ trice(s) Etemad-Sajadi, Reza (Ecole hôtelière de Lausanne, HES-SO University of Applied Sciences Western Switzerland)
Date 2021-09
Publié dans Proceedings of EuroCHRIE2021 conference
Editeur Aalborg, Denmark, 27-30 September 2021
Pagination 9 p.
Présenté à EuroCHRIE2021, Online, 2021-09-27, 2021-09-30
Mots-clés (libres) human-robot interaction ; service productivity ; artificial intelligence ; trust ; social presence
Type de papier non-published full paper
Domaine Economie et Services
Ecole EHL
Institut Aucun institut
Le document apparaît dans Documents de conférences
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