Following the surge for empathy training in service literature and its increasing demand in
service industries, this study systematically reviews empirical papers implementing and …

Interactional justice (eg, empathy) plays a crucial role in service recovery. It relies on human
social skills that would prevent it from automation. However, several considerations …

Nowadays, the web presents real estate sites providing the possibility to use low-cost virtual
reality (VR) solutions without sacrificing the high quality of graphic visualization of their …

Purpose This study considers the potential of logistics 4.0 for supply chain (SC) optimization
in French retail. The authors investigate the implementation of Industry 4.0 technologies to …

The ability to install social intelligence protocols in robots in order for them to exhibit
conversational skills has made them ideal tools for delivering services with a high cognitive …

New technologies are becoming increasingly common in consumers' daily lives, and they
are significantly changing consumer experiences. Given the novelty and pervasiveness of …

Purpose Technologies are dramatically reshaping various aspects of the store space,
modifying design, services and usage. Accordingly, several studies tackled technology …

Companies in the service retailing industry are constantly looking for strategies to provide a
customer experience that improves brand perception and increases customer loyalty. This …

The retail sector is witnessing a significant transition as Retail Service Robots (RSRs)
become more widely deployed. This paper investigates the factors influencing customer …

Immersive technologies like virtual reality (VR) provide new opportunities to augment
service encounters by supporting customer–service agent collaboration and problem …