The Role of Physical Interference Modes in Robotic Service Failures: Implications for Customer Comfort and Desired Service Outcomes

This research uniquely aims to demonstrate how various modes of interference by humans and other robots result in key desirable outcomes for practitioners: how comfortable the customer feels and how favourable customers perceive the service robot. Specifically, we aim to understand customer attitudes and comfort levels when a service fails due to human versus robot interference, and whether customer aggression affects these outcomes.

People

	Name	Telephone	Email	Office
	Dr Ezgi Merdin Uygur Lecturer in Digital Marketing (Principal investigator) T: +44 (0)1895 265321 E: ezgi.merdinuygur@brunel.ac.uk	+44 (0)1895 265321	ezgi.merdinuygur@brunel.ac.uk	ESGW 202-PD33