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Enhancing Customer Experiences With Service Robots: The Role of Consumer Behavior, Customer Orientation, and Emotional Intelligence
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Author(s): Shanmugan Joghee (Skyline University, UAE), Swamynathan Ramakrishnan (Amity University, Dubai, UAE), Sajal Kabiraj (Häme University of Applied Sciences, Finland)and Haitham Alzoubi (Skyline University, UAE)
Copyright: 2024
Pages: 27
Source title:
Improving Service Quality and Customer Engagement With Marketing Intelligence
Source Author(s)/Editor(s): Mudita Sinha (Christ University, India), Arabinda Bhandari (Presidency University, India), Samant Shant Priya (Lal Bahadur Shastri Institute of Management, India)and Sajal Kabiraj (Häme University of Applied Sciences, Finland)
DOI: 10.4018/979-8-3693-6813-8.ch002
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Abstract
Due to the 4th Industrial Revolution, Artificial Intelligence and other internet technologies such as RAISA (Robots, Artificial Intelligence, and Service Automation) have been adopted in various industries, including the hospitality and tourism industry. As the industry traditionally offers services through a manual labor force, more companies adopt RAISA through a commercial service in the form of chatbots, delivery robots, robot concierge, conveyor restaurants, self-service information/check-in/check-out kiosks, and many others. This book chapter explores the dynamic interplay between consumer behavior, customer orientation, emotional intelligence, and the integration of service robots into the customer service landscape. It delves into the transformative potential of service robots in various industries and the profound impact they have on customer satisfaction. In this chapter used holistic approach to examining the intersection of technology and human empathy in the context of customer experiences, offering insights into how service robots can enhance, rather than replace, human interactions within the customer service industry.The chapter also examines how understanding consumer behavior, cultivating customer orientation, and leveraging emotional intelligence can maximize the effectiveness of service robots in enhancing customer experiences. The integration of these components is crucial in achieving a harmonious synergy between technology and human interaction, ultimately shaping the future of customer service.
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