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Published in:
2020 | OriginalPaper | Chapter
Relevance of Authenticity in the World of Automated Service Encounters
Authors : Stephan Olk, Dieter K. Tscheulin
Published in: Automatisierung und Personalisierung von Dienstleistungen
Publisher: Springer Fachmedien Wiesbaden
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Research has shown that the authenticity of positive emotional displays during traditional service encounters (i.e., human-human interactions) is particularly important. Due to digitization, traditional interpersonal interactions are being replaced in favor of human-machine interactions. This study answers the question regarding the relevance of the authenticity of automated service encounters. By presenting current research and the results of a moderated moderation analysis, the authors show that the relevance of authenticity depends on the generation of the customer.