Search results: Sage Journals

Open accessResearch articleFirst published November, 2020

Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships

Pascal Güntürkün, Till Haumann, Sven Mikolon

Journal of Service Research

Open accessResearch articleFirst published October, 2023

A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

Tao Liu, Kewei Shi, Lingli Hu [...]

Sage Open

Restricted accessResearch articleFirst published January, 2026

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Wailing Ng, Fei Hao, Chen Zhang

Journal of Hospitality & Tourism Research

Restricted accessResearch articleFirst published May, 2019

Fake It to Make It? Emotional Labor Reduces the Racial Disparity in Service Performance Judgments

Alicia A. Grandey, Lawrence Houston, Derek R. Avery

Journal of Management

Restricted accessResearch articleFirst published 2025

Robots vs. human employees’ influence on restaurant brand relationship building: An integration of role theory and stereotype theory

Yao-Chin Wang, Hanqun Song, Huijun Yang [...]

Journal of Vacation Marketing

Restricted accessResearch articleFirst published 2025

The Interaction Effect of Service Robot Affordances and Contexts on Customer Engagement Behaviors

Minglong Li, Xiaoyang Sun, Yi Xiong

Journal of Travel Research

Restricted accessResearch articleFirst published May, 2020

Highlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses

Fine F. Leung, Sara Kim, Caleb H. Tse

Journal of Marketing

Restricted accessResearch articleFirst published August, 2016

Weight and Gender in Service Jobs

Nicholas A. Smith, Larry R. Martinez, Isaac E. Sabat

Cornell Hospitality Quarterly

Restricted accessResearch articleFirst published August, 2021

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

Journal of Service Research

Restricted accessResearch articleFirst published May, 2023

Ambient Temperature in Online Service Environments

Ulrich R. Orth, Nathalie Spielmann, Caroline Meyer

Journal of Service Research

Open accessResearch articleFirst published November, 2020

Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships

Pascal Güntürkün, Till Haumann, Sven Mikolon

Journal of Service Research

Open accessResearch articleFirst published October, 2023

A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

Tao Liu, Kewei Shi, Lingli Hu [...]

Sage Open

Restricted accessResearch articleFirst published January, 2026

From Function to Relation: Exploring the Dual Influences of Warmth and Competence on Generative Artificial Intelligence Services in the Hospitality Industry

Wailing Ng, Fei Hao, Chen Zhang

Journal of Hospitality & Tourism Research

Restricted accessResearch articleFirst published May, 2019

Fake It to Make It? Emotional Labor Reduces the Racial Disparity in Service Performance Judgments

Alicia A. Grandey, Lawrence Houston, Derek R. Avery

Journal of Management

Restricted accessResearch articleFirst published 2025

Robots vs. human employees’ influence on restaurant brand relationship building: An integration of role theory and stereotype theory

Yao-Chin Wang, Hanqun Song, Huijun Yang [...]

Journal of Vacation Marketing

Restricted accessResearch articleFirst published 2025

The Interaction Effect of Service Robot Affordances and Contexts on Customer Engagement Behaviors

Minglong Li, Xiaoyang Sun, Yi Xiong

Journal of Travel Research

Restricted accessResearch articleFirst published May, 2020

Highlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses

Fine F. Leung, Sara Kim, Caleb H. Tse

Journal of Marketing

Restricted accessResearch articleFirst published August, 2016

Weight and Gender in Service Jobs

Nicholas A. Smith, Larry R. Martinez, Isaac E. Sabat

Cornell Hospitality Quarterly

Restricted accessResearch articleFirst published August, 2021

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

Journal of Service Research

Restricted accessResearch articleFirst published May, 2023

Ambient Temperature in Online Service Environments

Ulrich R. Orth, Nathalie Spielmann, Caroline Meyer

Journal of Service Research