Doorn, Jenny van, Martin Mende, Stephanie M. Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal and J. Andrew Petersen (2017), “Domo Arigato Mr. Roboto: The Emergence of Automated Social Presence in Customers’ Service Experiences,” Journal of Services Research, 20 (1), 43-58. (invited and reviewed)
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