{"id":"https://openalex.org/W2949544779","doi":"https://doi.org/10.1145/3335595.3335601","title":"Customer's perceptions of human features in frontline robots, consequences for service value and loyalty","display_name":"Customer's perceptions of human features in frontline robots, consequences for service value and loyalty","publication_year":2019,"publication_date":"2019-06-20","ids":{"openalex":"https://openalex.org/W2949544779","doi":"https://doi.org/10.1145/3335595.3335601","mag":"2949544779"},"language":"en","primary_location":{"id":"doi:10.1145/3335595.3335601","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3335595.3335601","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the XX International Conference on Human Computer Interaction","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074579561","display_name":"Daniel Belanche","orcid":"https://orcid.org/0000-0002-2291-1409"},"institutions":[{"id":"https://openalex.org/I255234318","display_name":"Universidad de Zaragoza","ror":"https://ror.org/012a91z28","country_code":"ES","type":"education","lineage":["https://openalex.org/I255234318"]}],"countries":["ES"],"is_corresponding":true,"raw_author_name":"Daniel Belanche","raw_affiliation_strings":["Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain","institution_ids":["https://openalex.org/I255234318"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039082874","display_name":"Luis V. Casal\u00f3","orcid":"https://orcid.org/0000-0002-9643-2814"},"institutions":[{"id":"https://openalex.org/I255234318","display_name":"Universidad de Zaragoza","ror":"https://ror.org/012a91z28","country_code":"ES","type":"education","lineage":["https://openalex.org/I255234318"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Luis V. Casal\u00f3","raw_affiliation_strings":["Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain","institution_ids":["https://openalex.org/I255234318"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044113079","display_name":"Carlos Flavi\u00e1n","orcid":"https://orcid.org/0000-0001-7118-9013"},"institutions":[{"id":"https://openalex.org/I255234318","display_name":"Universidad de Zaragoza","ror":"https://ror.org/012a91z28","country_code":"ES","type":"education","lineage":["https://openalex.org/I255234318"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Carlos Flavi\u00e1n","raw_affiliation_strings":["Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Management and Market Research, Universidad de Zaragoza, Spain","institution_ids":["https://openalex.org/I255234318"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5074579561"],"corresponding_institution_ids":["https://openalex.org/I255234318"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.05357429,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"2"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9850999712944031,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9850999712944031,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14233","display_name":"Diverse Topics in Contemporary Research","score":0.9632999897003174,"subfield":{"id":"https://openalex.org/subfields/3316","display_name":"Cultural Studies"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13169","display_name":"Consumer Perception and Purchasing Behavior","score":0.9509999752044678,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6938557624816895},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.6313064098358154},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5940256118774414},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.5783514380455017},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5449695587158203},{"id":"https://openalex.org/keywords/robot","display_name":"Robot","score":0.5283799171447754},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5115857720375061},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.45754310488700867},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4557674527168274},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.43499913811683655},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.425419420003891},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.38041454553604126},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.33971208333969116},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.2004241943359375},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.18892821669578552},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.1767752766609192},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.07687240839004517}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6938557624816895},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6313064098358154},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5940256118774414},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5783514380455017},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5449695587158203},{"id":"https://openalex.org/C90509273","wikidata":"https://www.wikidata.org/wiki/Q11012","display_name":"Robot","level":2,"score":0.5283799171447754},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5115857720375061},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45754310488700867},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4557674527168274},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.43499913811683655},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.425419420003891},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38041454553604126},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.33971208333969116},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2004241943359375},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.18892821669578552},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.1767752766609192},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.07687240839004517},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3335595.3335601","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3335595.3335601","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the XX International Conference on Human Computer Interaction","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321837","display_name":"Ministerio de Econom\u00eda y Competitividad","ror":"https://ror.org/034900433"},{"id":"https://openalex.org/F4320326208","display_name":"Gobierno de Arag\u00f3n","ror":"https://ror.org/0425pg203"},{"id":"https://openalex.org/F4320338080","display_name":"European Social Fund","ror":"https://ror.org/00k4n6c32"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":15,"referenced_works":["https://openalex.org/W1968327164","https://openalex.org/W1973687016","https://openalex.org/W1995022725","https://openalex.org/W1999818323","https://openalex.org/W2002024051","https://openalex.org/W2017190416","https://openalex.org/W2087865419","https://openalex.org/W2109453861","https://openalex.org/W2166730164","https://openalex.org/W2502895177","https://openalex.org/W2558287871","https://openalex.org/W2754510980","https://openalex.org/W2779762830","https://openalex.org/W2786141192","https://openalex.org/W4238576754"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W1969001199","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436","https://openalex.org/W3015043872"],"abstract_inverted_index":{"No":[0],"abstract":[1],"available.":[2]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}