Trust in humanoid robots : implications for services marketing

@article{Pinxteren2019TrustIH,
  title={Trust in humanoid robots : implications for services marketing},
  author={M. M. V. Pinxteren and Ruud Wetzels and Jessica R{\"u}ger and M. Pluymaekers and Martin Wetzels},
  journal={Journal of Services Marketing},
  year={2019},
  volume={33},
  pages={507-518}
}
Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features… Expand
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