On the public citation graph

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

0 signed · 131 inferred · view as graph

Inferred edges come from two machine sources: sweeps of open repository metadata (mostly SSRN and Zenodo), and a bulk OpenAlex citation snapshot. Every row below is labelled with the one it came from. Neither is a complete citation index — absence here is not evidence of absence.

Is this your work? Sign in with ORCID and put your name on the claims that are yours.
Claim with ORCID
Reference health. See whether every reference in this work resolves to a known work and none has been retracted — and get a dated CiteStamped badge you can embed.
See reference health

What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/9780470594001openalex-snapshot
Analysis of Ordinal Categorical Data
inferredcites →https://doi.org/10.1002/dir.10073openalex-snapshot
Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?
inferredcites →https://doi.org/10.1002/mar.21468openalex-snapshot
The adoption of AI service robots: A comparison between credence and experience service settings
inferredcites →https://doi.org/10.1002/mar.21532openalex-snapshot
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
inferredcites →https://doi.org/10.1002/mar.21619openalex-snapshot
AI in Marketing, Consumer Research & Psychology: A Systematic Literature Review and Research Agenda
inferredcites →https://doi.org/10.1002/mar.21767openalex-snapshot
Metaverse marketing: How the metaverse will shape the future of consumer research and practice
inferredcites →https://doi.org/10.1007/s11747-017-0560-7openalex-snapshot
Cost-effective service excellence
inferredcites →https://doi.org/10.1007/s11747-019-00706-1openalex-snapshot
Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation
inferredcites →https://doi.org/10.1007/s11747-020-00762-yopenalex-snapshot
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
inferredcites →https://doi.org/10.1007/s12369-017-0441-8openalex-snapshot
Investigating People’s Rapport Building and Hindering Behaviors When Working with a Collaborative Robot
inferredcites →https://doi.org/10.1007/s40558-020-00187-xopenalex-snapshot
Hotel managers’ perceptions towards the use of robots: a mixed-methods approach
inferredcites →https://doi.org/10.1007/s42452-020-2192-7openalex-snapshot
Continuous Hospitality with Social Robots at a hotel
inferredcites →https://doi.org/10.1016/j.annals.2020.102883openalex-snapshot
A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism
inferredcites →https://doi.org/10.1016/j.annals.2020.102886openalex-snapshot
Do travelers trust intelligent service robots?
inferredcites →https://doi.org/10.1016/j.annals.2020.103036openalex-snapshot
Service robots in online reviews: Online robotic discourse
inferredcites →https://doi.org/10.1016/j.ijhm.2014.07.007openalex-snapshot
The business value of online consumer reviews and management response to hotel performance
inferredcites →https://doi.org/10.1016/j.ijhm.2016.03.003openalex-snapshot
The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach
inferredcites →https://doi.org/10.1016/j.ijhm.2018.03.017openalex-snapshot
Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews
inferredcites →https://doi.org/10.1016/j.ijhm.2021.103032openalex-snapshot
Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews
inferredcites →https://doi.org/10.1016/j.ijhm.2021.103078openalex-snapshot
Customer-robot interactions: Understanding customer experience with service robots
inferredcites →https://doi.org/10.1016/j.ijhm.2022.103166openalex-snapshot
When Female (Male) Robot Is Talking To Me: Effect of service robots’ gender and anthropomorphism on customer satisfaction
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2023.102642openalex-snapshot
Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy
inferredcites →https://doi.org/10.1016/j.intmar.2014.02.001openalex-snapshot
What We Know and Don't Know about Online Word-of-Mouth: A Review and Synthesis of the Literature
inferredcites →https://doi.org/10.1016/j.jbusres.2021.11.044openalex-snapshot
Appropriate service robots in exchange and communal relationships
inferredcites →https://doi.org/10.1016/j.jretai.2021.03.001openalex-snapshot
A Framework for Collaborative Artificial Intelligence in Marketing
inferredcites →https://doi.org/10.1016/j.jretconser.2015.07.010openalex-snapshot
Understanding online product ratings: A customer satisfaction model
inferredcites →https://doi.org/10.1016/j.jretconser.2021.102551openalex-snapshot
The future of service: The power of emotion in human-robot interaction
inferredcites →https://doi.org/10.1016/j.knosys.2009.11.004openalex-snapshot
A classification-based review recommender
inferredcites →https://doi.org/10.1016/j.procs.2022.01.307openalex-snapshot
Predicting A New Hotel Rating System by Analysing UGC Content from Tripadvisor: Machine Learning Application to Analyse Service Robots Influence
inferredcites →https://doi.org/10.1016/j.techsoc.2022.101995openalex-snapshot
Attitudes of hotel customers towards the use of service robots in hospitality service encounters
inferredcites →https://doi.org/10.1016/j.tmp.2020.100751openalex-snapshot
Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)
inferredcites →https://doi.org/10.1016/j.tmp.2021.100892openalex-snapshot
Exploring destination's negative e-reputation using aspect based sentiment analysis approach: Case of Marrakech destination on TripAdvisor
inferredcites →https://doi.org/10.1016/j.tourman.2009.01.010openalex-snapshot
Information and Communication Technologies in Tourism 2008
inferredcites →https://doi.org/10.1016/j.tourman.2017.10.007openalex-snapshot
How power distance affects online hotel ratings: The positive moderating roles of hotel chain and reviewers’ travel experience
inferredcites →https://doi.org/10.1016/j.tourman.2018.08.022openalex-snapshot
Online reviews: Differences by submission device
inferredcites →https://doi.org/10.1016/j.tourman.2018.09.010openalex-snapshot
Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews
inferredcites →https://doi.org/10.1016/j.tourman.2019.104006openalex-snapshot
Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry
inferredcites →https://doi.org/10.1016/j.tourman.2022.104537openalex-snapshot
Service robots: Applying social exchange theory to better understand human–robot interactions
inferredcites →https://doi.org/10.1016/s0022-4359(97)90013-0openalex-snapshot
Customers' motivations for maintaining relationships with service providers
inferredcites →https://doi.org/10.1017/s1930297500002291openalex-snapshot
A new intuitionism: Meaning, memory, and development in Fuzzy-Trace Theory
inferredcites →https://doi.org/10.1037/0033-295x.110.3.403openalex-snapshot
Temporal construal.
inferredcites →https://doi.org/10.1037/apl0000834openalex-snapshot
Robots at work: People prefer—and forgive—service robots with perceived feelings.
inferredcites →https://doi.org/10.1080/02642060601038700openalex-snapshot
Self-Service Technology and the Service Encounter
inferredcites →https://doi.org/10.1080/02642069.2019.1672666openalex-snapshot
Service robot implementation: a theoretical framework and research agenda
inferredcites →https://doi.org/10.1080/02650487.2018.1556065openalex-snapshot
Consumers as time travellers: the moderating effects of risk perception and construal level on consumers’ responses to temporal framing
inferredcites →https://doi.org/10.1080/09669582.2022.2033982openalex-snapshot
Exploring environmental concerns on digital platforms through big data: the effect of online consumers’ environmental discourse on online review ratings
inferredcites →https://doi.org/10.1080/19368623.2019.1592733openalex-snapshot
Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews
inferredcites →https://doi.org/10.1108/ejm-03-2021-0220openalex-snapshot
Dashed expectations in service experiences. Effects of robots human-likeness on customers’ responses
inferredcites →https://doi.org/10.1108/ejm-09-2019-0748openalex-snapshot
Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction
inferredcites →https://doi.org/10.1108/ijchm-06-2017-0322openalex-snapshot
Exploring customer experiences with robotics in hospitality
inferredcites →https://doi.org/10.1108/ijchm-06-2020-0622openalex-snapshot
Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics
inferredcites →https://doi.org/10.1108/ijchm-07-2020-0644openalex-snapshot
Big data empowered agility for dynamic, volatile, and time-sensitive service industries: the case of tourism sector
inferredcites →https://doi.org/10.1108/imds-08-2018-0368openalex-snapshot
Artificial Intelligence in FinTech: understanding robo-advisors adoption among customers
inferredcites →https://doi.org/10.1108/josm-04-2018-0119openalex-snapshot
Brave new world: service robots in the frontline
inferredcites →https://doi.org/10.1108/josm-12-2020-0435openalex-snapshot
Service robots, agency and embarrassing service encounters
inferredcites →https://doi.org/10.1108/jstp-04-2019-0088openalex-snapshot
Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?
inferredcites →https://doi.org/10.1108/jtf-06-2020-149openalex-snapshot
Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality
inferredcites →https://doi.org/10.1142/12239openalex-snapshot
Intelligent Automation: Welcome To The World Of Hyperautomation: Learn How To Harness Artificial Intelligence To Boost Business & Make Our World More Human
inferredcites →https://doi.org/10.1177/0022243718815429openalex-snapshot
Selectively Emotional: How Smartphone Use Changes User-Generated Content
inferredcites →https://doi.org/10.1177/0022243719834514openalex-snapshot
In Mobile We Trust: The Effects of Mobile Versus Nonmobile Reviews on Consumer Purchase Intentions
inferredcites →https://doi.org/10.1177/0092070302303001openalex-snapshot
An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors
inferredcites →https://doi.org/10.1177/109467050031006openalex-snapshot
Customer-Employee Rapport in Service Relationships
inferredcites →https://doi.org/10.1177/1094670507302990openalex-snapshot
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
inferredcites →https://doi.org/10.1177/1094670517752459openalex-snapshot
Artificial Intelligence in Service
inferredcites →https://doi.org/10.1177/1094670520902266openalex-snapshot
Engaged to a Robot? The Role of AI in Service
inferredcites →https://doi.org/10.1177/1094670520933354openalex-snapshot
Replaced by a Robot: Service Implications in the Age of the Machine
inferredcites →https://doi.org/10.1177/10946705211063692openalex-snapshot
Artificial Emotions and Love and Sex Doll Service Workers
inferredcites →https://doi.org/10.1177/10946705221107704openalex-snapshot
How Smart Should a Service Robot Be?
inferredcites →https://doi.org/10.1177/10946705221130467openalex-snapshot
Corporate Digital Responsibility in Service Firms and Their Ecosystems
inferredcites →https://doi.org/10.1177/1938965516686107openalex-snapshot
The Impacts of Service Provider Name, Ethnicity, and Menu Information on Perceived Authenticity and Behaviors
inferredcites →https://doi.org/10.1287/isre.2013.0512openalex-snapshot
“Popularity Effect” in User-Generated Content: Evidence from Online Product Reviews
inferredcites →https://doi.org/10.1287/mksc.2018.1115openalex-snapshot
Creation and Consumption of Mobile Word of Mouth: How Are Mobile Reviews Different?
inferredcites →https://doi.org/10.1362/146934716x14636478977791openalex-snapshot
Social impact theory: An examination of how immediacy operates as an influence upon social media interaction in Facebook fan pages
inferredcites →https://doi.org/10.1509/jm.10.0377openalex-snapshot
Social Influence Effects in Online Product Ratings
inferredcites →https://doi.org/10.1509/jmkg.2005.69.4.201openalex-snapshot
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
inferredcites →https://doi.org/10.1509/jmkr.43.3.345openalex-snapshot
The Effect of Word of Mouth on Sales: Online Book Reviews
inferredcites →https://doi.org/10.34624/rtd.v1i27/28.10019openalex-snapshot
Adoption of robots and service automation by tourism and hospitality companies
inferredcites →https://doi.org/10.54055/ejtr.v15i.265openalex-snapshot
Dawning of the Age of Robots in Hospitality and Tourism: Challenges for Teaching and Research
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.1002/9781394357789.ch13openalex-snapshot
Explainable AI in Customer Service
inferred← citeshttps://doi.org/10.1002/cb.2415openalex-snapshot
The Effect of Robot Anthropomorphism on Customers' Attention Activation and Satisfaction
inferred← citeshttps://doi.org/10.1002/cb.2470openalex-snapshot
The Robot–Human Paradox: A Meta‐Analysis of Customer Service by Robots Versus Humans on Customer Experience
inferred← citeshttps://doi.org/10.1002/cb.70057openalex-snapshot
AI Ghostwriting Remorse: Guilt for Using Generative AI in Interpersonal Heartfelt Messages
inferred← citeshttps://doi.org/10.1002/jtr.70193openalex-snapshot
Innovation in Gastronomic Tourism: Impact of Robotic Services on Sustainable Customer Experiences
inferred← citeshttps://doi.org/10.1002/mar.22099openalex-snapshot
Humanlike service robots: A systematic literature review and research agenda
inferred← citeshttps://doi.org/10.1002/mar.22247openalex-snapshot
When Disease Concerns Divide: How Out‐Group Classification Reduces Satisfaction With Service Robots
inferred← citeshttps://doi.org/10.1002/mar.70222openalex-snapshot
The Contextual Autonomy Principle: When and Why Social Service Robots Are Perceived as Ethical
inferred← citeshttps://doi.org/10.1007/978-3-031-75316-9_72-1openalex-snapshot
Service Robots in Marketing
inferred← citeshttps://doi.org/10.1007/978-3-032-04958-2_23openalex-snapshot
Accepting Artificial Intelligence at the Individual Level: Empirical Evidence from Russian Market
inferred← citeshttps://doi.org/10.1007/978-981-96-9191-3_39openalex-snapshot
The Role of Automated Barista Robots in Improving Service Quality and Customer Experience in Business Retail
inferred← citeshttps://doi.org/10.1007/s10660-025-10003-5openalex-snapshot
Unveil the ignored prewriting stage: linking the efforts input in the prewriting stage with how consumers write their online reviews
inferred← citeshttps://doi.org/10.1007/s10660-025-10059-3openalex-snapshot
Influence Without Intrusion: Decoding the Role of Digital Nudging in Shaping Online Decisions
inferred← citeshttps://doi.org/10.1007/s11761-026-00498-7openalex-snapshot
How can an e-commerce AI chatbot intensify a live agent service?
inferred← citeshttps://doi.org/10.1007/s11761-026-00500-2openalex-snapshot
Artificial intelligence in customer service: applications and future directions
inferred← citeshttps://doi.org/10.1007/s12525-025-00797-5openalex-snapshot
Dining with robots: An integrated perspective on functional, emotional and relational dimensions of customer experience
inferred← citeshttps://doi.org/10.1016/j.chb.2026.109090openalex-snapshot
Blessed or not? The dual-path influence mechanism of intelligent elderly care service robots' roles on Chinese family caregivers' well-being
inferred← citeshttps://doi.org/10.1016/j.heliyon.2024.e38117openalex-snapshot
Breaking into the black box of customer perception towards robot service: Empirical evidence from service sector
inferred← citeshttps://doi.org/10.1016/j.ijhm.2026.104560openalex-snapshot
Redefining service quality: Development and validation of the robotic service quality scale
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104395openalex-snapshot
Measuring the consumer livestreaming experience: Scale development and validation
inferred← citeshttps://doi.org/10.1016/j.rineng.2025.105029openalex-snapshot
A descriptive analysis of significant factors influencing the behavioral intention to adopt robot kiosks/service robots in service stores: Integrating the UTAUT and higher-order SERVQUAL approach
inferred← citeshttps://doi.org/10.1016/j.techfore.2024.123887openalex-snapshot
Antecedents and consequences of social robots adoption for SMEs - Reimaging emerging technologies in the context of the new normal
inferred← citeshttps://doi.org/10.1016/j.tourman.2024.104939openalex-snapshot
Metaperception benefits of service robots in uncomfortable service encounters
inferred← citeshttps://doi.org/10.1080/02642069.2026.2737152openalex-snapshot
Collaborating with service robots: enhancing work engagement and job outcomes
inferred← citeshttps://doi.org/10.1080/19368623.2024.2403640openalex-snapshot
Customer experiences with service robots in hotels: a review and research agenda
inferred← citeshttps://doi.org/10.1080/19368623.2025.2552202openalex-snapshot
Engineering emotional bonds: how anthropomorphic design shapes guest-robot relationships in hospitality
inferred← citeshttps://doi.org/10.1108/bfj-07-2025-0925openalex-snapshot
Is AI-driven personalization reshaping hospitality and gastronomy? An analysis of key factors driving transformation
inferred← citeshttps://doi.org/10.1108/bpmj-12-2025-1948openalex-snapshot
Integrating artificial intelligence into business processes: how to enhance customer–machine interactions amid industry convergence
inferred← citeshttps://doi.org/10.1108/fs-05-2024-0111openalex-snapshot
Foreseeing the future of robotics in service sector: unveiling factors influence individual behavior to adopt services robots
inferred← citeshttps://doi.org/10.1108/ijchm-01-2026-0071openalex-snapshot
How do robots reshape restaurant service attributes? – Evidence from online reviews
inferred← citeshttps://doi.org/10.1108/ijchm-02-2025-0218openalex-snapshot
Is compensation necessary to recover robotic service failures? The role of attribution and rapport in restaurants
inferred← citeshttps://doi.org/10.1108/jcm-02-2024-6600openalex-snapshot
Consumer resistance to service robots: a stressor-based perspective on engagement and wellbeing
inferred← citeshttps://doi.org/10.1108/jhti-12-2025-1524openalex-snapshot
Robot-service restaurants: diners' memorable dining experiences and transformative consequences
inferred← citeshttps://doi.org/10.1108/jkm-11-2025-1603openalex-snapshot
Artificial intelligence–driven knowledge management and digital competence as drivers of institutional agility in higher education
inferred← citeshttps://doi.org/10.1108/josm-12-2023-0523openalex-snapshot
AI concierge in the customer journey: what is it and how can it add value to the customer?
inferred← citeshttps://doi.org/10.1108/jstp-12-2024-0425openalex-snapshot
How to shape consumer preference for service robots? A meta-analysis of use intention
inferred← citeshttps://doi.org/10.1108/sjme-08-2024-0228openalex-snapshot
Navigating the AI revolution in customer service: a bibliometric analysis
inferred← citeshttps://doi.org/10.1108/sl-09-2025-0310openalex-snapshot
Strategic and ethical considerations of AI service robots: implications for customer satisfaction in the South African Hospitality industry
inferred← citeshttps://doi.org/10.1111/ijcs.70003openalex-snapshot
The Influence of Submission Devices on User‐Generated Content—A Systematic Literature Review and Meta‐Analysis
inferred← citeshttps://doi.org/10.1145/3776734.3794619openalex-snapshot
Understanding the Formation of Human-Robot Rapport to Facilitate Positive Long-Term Human-Robot Interaction
inferred← citeshttps://doi.org/10.1515/9783111592084-020openalex-snapshot
231Chapter 20 Leveraging Technology for Employee Engagement
inferred← citeshttps://doi.org/10.1515/9783111592084-027openalex-snapshot
327Chapter 27 Innovative Leadership Practices to Enhance Engagement
inferred← citeshttps://doi.org/10.1515/9783111593814-008openalex-snapshot
107Chapter 6 AI-Enabled Hospitality: Reframing Hotel Service Encounters for Post-Covid Place Branding
inferred← citeshttps://doi.org/10.2139/ssrn.6531527openalex-snapshot
Blessed or Not? The Dual-path Influence Mechanism of Intelligent Elderly Care Service Robots’ Roles on Chinese Family Caregivers’ Well-being
inferred← citeshttps://doi.org/10.21511/im.22(3).2026.14openalex-snapshot
AI adoption and sales growth in MSMEs: The mediating role of customer engagement
inferred← citeshttps://doi.org/10.26577/be.2024-148-b2-01openalex-snapshot
Perception of using service robots in Kazakhstan and Russia
inferred← citeshttps://doi.org/10.3389/fpsyg.2024.1436494openalex-snapshot
Exploring the emotional mechanism of consumer satisfaction in new energy vehicles: a dual-path model of intelligent and eco-friendly experiences
inferred← citeshttps://doi.org/10.3389/fpubh.2025.1535270openalex-snapshot
Effectiveness of conversational script optimization by intelligent consultation robots on daily work efficiency in vaccination clinics
inferred← citeshttps://doi.org/10.3390/electronics15071392openalex-snapshot
Semantic Mapping in Public Indoor Environments Using Improved Instance Segmentation and Continuous-Frame Dynamic Constraint
inferred← citeshttps://doi.org/10.3390/jtaer21020045openalex-snapshot
Disconfirmation Dynamics in Service Recovery: Insights from Online Customer Reviews
inferred← citeshttps://doi.org/10.3390/soc16030094openalex-snapshot
Humanizing Brands as Social Change in the Digital Age: How Anthropomorphism, Empathy, and Technological Empowerment Drive Hotel Brand Evangelism
inferred← citeshttps://doi.org/10.53623/jdmc.v5i2.905openalex-snapshot
Towards a Phygital Experience: Analyzing the Role of Virtual Tourism in the Attractiveness of Island Territories
Editorial review for independent work. ICSAC — the Institute for Complexity Science and Advanced Computing — runs a structured editorial panel for researchers publishing outside journals, and publishes on CiteStamp rails. Submission is free and goes through ORCID: icsacinstitute.org/submit.