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Articles (46)

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1-10 of 46 results for service warmth

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

Open access

Research article

First published 2020-11

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

Pascal Güntürkün, Till Haumann, Sven Mikolon

Journal of Service Research

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

Open access

Research article

First published 2023-10

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

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

Retricted access

Research article

First published 2026-1

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

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

Retricted access

Research article

First published 2019-5

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

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

Retricted access

Research article

First 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

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

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Research article

First 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

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

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Research article

First published 2020-5

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

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

Journal of Marketing

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

Retricted access

Research article

First published 2021-8

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

Select article: Weight and Gender in Service Jobs

Retricted access

Research article

First published 2016-8

Weight and Gender in Service Jobs

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

Cornell Hospitality Quarterly

Select article: Ambient Temperature in Online Service Environments

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Research article

First published 2023-5

Ambient Temperature in Online Service Environments

Ulrich R. Orth, Nathalie Spielmann, Caroline Meyer

Journal of Service Research

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