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

Funder: The Marketing Trust
Duration: August 2023 - May 2024

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 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

Outputs

Merdin-Uygur, E. and Ozturkcan, S. (2025) 'From cafés to clinics: Consumer attitudes toward human-like and machine-like service robot failures'. International Journal of Hospitality Management, 131. pp. 1 - 4. ISSN: 0278-4319 Open Access Link

Journal article