Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters

Sijun Wang () and Dwayne D. Gremler ()
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Sijun Wang: Marketing at the College of Business, Loyola Marymount University
Dwayne D. Gremler: Schmidthorst College of Business, Bowling Green State University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 907-923 from Springer

Abstract: Abstract As service robots increasingly find their way into service encounters, understanding if and how rapport might be cultivated between customers and service robots becomes an important issue. To lay a foundation for understanding customer rapport with service robots (CRR), in this chapter we review the customer-employee rapport literature and the virtual rapport literature. We then elaborate on the distinct nature of CRR in comparison to how rapport has been conceptualized in other disciplines as well as the opportunities and challenges of CRR. Moreover, we discuss a few societal implications for building CRR in robot-infused service encounters.

Keywords: Customer-robot rapport; Service robots; Virtual rapport; Technology-infused service encounters (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_43

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DOI: 10.1007/978-3-030-91828-6_43

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